Own overall relationship with assigned end users, including increasing adoption, ensuring retention, and satisfaction.
Provide project leadership for customers’ major FireMon initiatives.
Collaborate with FireMon’s project teams, including Customer Support, R&D, Product Management and Sales, on customers’ technical issues and projects.
Maintain current functional and technical knowledge of the FireMon product line.
Provide the customer hands-on support with initial troubleshooting, upgrades, database query ’management, routine system health checks, watchdog monitoring, adding/removing user access, devices and zones/subnets for FireMon Product Suite.
Manage and drive competing requests across simultaneous client engagements.
Provide clear and constructive product feedback to FireMon product management teams based on customer requirements.
Document best practices in developing and deploying FireMon solutions in the customers’ environments.
Function as a front-line technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers’ business problems.
Partner with Account Owners to manage customer expectations, particularly in situations where customers’ demands cannot be met.
Partner with Account Owners to ensure comprehensive view of customer health throughout customer cycle.
Maintain multiple technical certifications, and gain at least one new certification annually.
Required Skills & Experience
Bachelor’s Degree in Computer Science or similar area of study, or equivalent technical training
Five or more years of experience in technical project management, technical account management or similar area.
Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and desirably software defined virtual networks.
Prior experience and strong technical skills in client-server applications, Unix/Linux system administration, and/or software development. Experience to include debugging and troubleshooting, upgrading software, and applying security patches.
At least 1 active technical certification – CCNA level or similar – with the ability to obtain at least 1 new technical certification each year
Knowledge of modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development
Demonstrated ability in customer-facing positions, preferably as a professional services consultant.
Strong analytical skills regarding technical and project management issues
Strong organizational skills with an ability to manage competing client demands
Ability to engage and communicate effectively across multiple levels of a F500 size customers’ IT network and security teams is highly desirable, from analyst to mid-level management through C-level (CISO/CIO/CTO)
Preferred Skills & Experience
Multiple technical certifications in the area of network security, IP networking, or database management