Technical Account Manager

TrendAITM, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.
At TrendAITM, we're always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.
AI Fearlessly.
POSITION OVERVIEW The Technical Account Manager (TAM) in Vietnam is responsible for technical support for Trend's family of products and managing the customers' account for their technical and security needs.
PRIMARY RESPONSIBILITIES
Direct support to premium/key customers on technical issues
Account Management by providing technical updates, monthly/quarterly case reviews, threat assessment/advisories for pro-active protection, train customers on product & threat, provide notifications from corporate on enhancements/bug-fixes, customer relationship for account retention
Maintain technical relationships with nominated customers
Be a trusted threat advisor for nominated customers
Act as the customer's champion within Trend Micro
Be available 24x7 to provide crisis support services to nominated customers
Manage and progress technical support cases
Provide assistance to nominated backup customers when other team members are absent
Regularly meet with clients for the purpose of relationship building
Participate in strategic account planning with the Trend Micro of the account team.
Work closely with account managers to identify sales opportunities
Conduct presentation to potential customers to drive growth in Premium Support Program enrolments.
Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners in implementation projects
Collaborate with internal teams to enhance customer/partner experience
Perform Back pre-sales role as requires
EXPERIENCE
Engineering degree or equivalent
Technical Certification such as TCAP, TSCE, VCP, CCNA, CCNP, CISSP, MCSE, SUN Professional or equivalent will be an advantage.
4-6 years' experience in post-sales technical support, system administration or related field.
Strong knowledge and understanding of security industry.
In-depth knowledge of multiple Operating Systems (Windows, Windows Server, LINUX, Solaris) and networking environment.
Good interpersonal skill and service oriented.
Good problem solving skills
Able to cope with customer demands and take challenges positively
Be resourceful, self-managed, energetic, friendly and have excellent communication skills
Strong in documentation and process methodology
Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.
We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.