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Partner Success Manager- Cyber Security Background is a must

extra holidays - extra parental leave

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree required., 3 years of related experience preferred., Experience with Microsoft programs preferred., Fluency in English necessary..

Key responsabilities:

Manage technical and non-technical customer inquiries.
Collaborate with other teams to resolve issues.

SonicWall Large http://www.sonicwall.com

1001 - 5000 Employees

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Job description

SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. With its own threat research center, SonicWall can quickly and economically provide purpose-built security solutions to enable any organization—enterprise, government agencies and SMBs—around the world. For more information, visit www.sonicwall.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

Responsibilities:

Issues include but not limited to technical service understanding, account creation and maintenance, customer escalation, and non-technical customer inquiries within established guidelines and policies 
Review and identify areas of improvements to streamline non-technical customer service operation processes 
Meets required customer service support metrics including Customer Satisfaction metrics, service request handling metrics  
Interface with other SonicWALL groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries
Ensure complete and comprehensive documentation using appropriate application tracking systems
Screen incoming Customer calls globally
Assist with ticket creation
Route customers to the technical support team within the organization.
Ability to identify when an issue requires engineering assistance
Ability to review and triage cases and/or one-off support tickets to go to engineering
Ability to provide licensing keys to the customers as appropriate
Ability to track tasks and follow up with other team members
Able to field customer concerns and escalation to a supervisor

Requirements:

Excellent attention to detail and documentation skills
Excellent research abilities, problem identification, resolution, and decision-making skills
Excellent problem-solving skills
Excellent written and verbal communication skills, with the ability to establish effective relationships with all levels of management, employees, partners, and end customers 
Fluency in written and spoken English

Education and Experience:

At least 3 years of related experience with a Bachelor’s degree; or 1 year and a Master’s degree; or a PhD without experience; or equivalent work experience preferred 
High level of experience with Microsoft programs including Word, Excel, PowerPoint preferred

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SonicWall is an equal opportunity employer.

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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