Talent.com
This job offer is not available in your country.
Technical Account Manager (NV1) - Canberra / Sydney / Melbourne

Technical Account Manager (NV1) - Canberra / Sydney / Melbourne

FortinetCanberra, Australian Capital Territory, Australia
19 hours ago
Job description

Job Description

Location : Australia (Canberra, Sydney, Melbourne)

Would you like to join the global leader and innovator in broad range of network security solutions to help the strategic customers and optimise their customer experience? We are expanding our Advanced Support (AS) team in APAC and seeking a talented Technical Account Manager (TAM) to join us in delivering exceptional service and support by operating as primary technical advisor for key Fortinet customers.

The Technical Account Manager (TAM) will act as the primary technical contact for our key clients in the post-sales area, ensuring their success and satisfaction with our products and services. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer service. As a TAM, you will work closely with clients to understand their needs, address their technical challenges tailored to their needs, and advocate for their success within our organization. Your proactive guidance will help keeping the customer’s mission critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return of investment.

If you are keen in helping customers achieving their strategic objectives while working on cutting edge security products and technologies, then come and join our team

As a Technical Account Manager, you will :

Client Relationship Management :

  • Serve as the single point of contact for designated clients in the post-sales phase. Continuously prioritize customer success, assisting clients in achieving their business and technical objectives.
  • Foster and maintain robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.
  • Gain a thorough understanding of each client's business and technical requirements to provide relevant technical information, guidance, and support.

Technical Support :

  • Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
  • Conduct in-depth troubleshooting across a range of products, replicate customer environments using lab equipment, and recommend potential solutions.
  • Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
  • Engage in customer conference calls and face-to-face meetings as required.
  • Generate service reports to summarize service activities and performance for key stakeholders.
  • Report software and hardware issues to the R&D department and ensure proper follow-up and resolution.
  • Proactive Account Management :

  • Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
  • Proactively identify opportunities for optimization and enhancement within the client’s current setup or usage of products and services.
  • Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
  • Anticipate and mitigate risks by analysing potential problem areas and developing preventive strategies.
  • Educate clients on best practices, new features, and potential improvements to enhance their experience and maximize the value they receive from the product.
  • Help customers to enhance their technical skills by provide customised targeted training on Fortinet products and solutions
  • Conduct weekly status conference calls with customers to report status of open issues and projects. Assess satisfaction, performance, and opportunities for further engagement or improvement.
  • Regularly monitor client health and usage metrics to identify and address potential issues before they impact the client.
  • Develop best practice deployment and troubleshooting methodology documentation to help customers.
  • Escalation Management :

  • Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
  • Create and present Root Cause Analysis (RCA) and Post Incident Report (PIR) to various customers stake holders including executive leadership if required.
  • Feedback Loop :

  • Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.
  • Documentation :

  • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.
  • We Are Looking For :

    An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities :

  • Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
  • 6+ years of experience in a technical support, account management, or similar client-facing role.
  • Strong understanding of data networking protocols (TCP / IP, etc), Network Security technologies (Firewall, VPN, Authentication, UTM, etc) , Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
  • Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Very good presentation skills and able to comfortable present technical and non-technical information to small to medium size audience.
  • Proven problem-solving skills including, but not limited to, configuration analysis, detail log analysis including debug logs, packet trace analysis, etc. Ability to think critically and analytically.
  • Demonstrated commitment to delivering outstanding customer service and support.
  • Ability to work effectively within a cross-functional team, including engineering, product management, sales, professional services and TAC.
  • Ability to maintain the overall understanding of the network design and able to comment on design flaws.
  • Face to face and remote customer management experience.
  • Previous experience working on Fortinet products is an advantage.
  • Asset to have CCNA, CCNP, CCIE, and / or CISSP and ITIL certifications and scripting and automation experience.
  • Fortinet certifications on NSE4, NSE5, NSE7, NSE8 is a distinct advantage.
  • NV1 or NV2 level clearance.
  • Why join us?

    At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

    We will only notify shortlisted candidates.

    Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees / charges.

    J-18808-Ljbffr

    Create a job alert for this search

    Technical Account Manager • Canberra, Australian Capital Territory, Australia

    Related jobs
    Multiple Associate Software Developers

    Multiple Associate Software Developers

    Infinite ConsultingCanberra, Australia
    Initial 15 month contract with extensions.Must hold active NV1 or higher clearance.Our high profile Federal Government client is seeking multiple Associate Software Developers for an initial 15 mon...Show moreLast updated: 1 day ago
    • Promoted
    Sr Enterprise Account Exec - Intelligence

    Sr Enterprise Account Exec - Intelligence

    ServiceNowCanberra, Australian Capital Territory, Australia
    ServiceNow Canberra, Australian Capital Territory, Australia.Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features. It all started in sunny San Diego, Califo...Show moreLast updated: 10 days ago
    • Promoted
    Account Manager- IT MSP

    Account Manager- IT MSP

    Digital61Canberra, Australian Capital Territory, Australia
    Digital61 Russell, Australian Capital Territory, Australia.Join or sign in to find your next job.Digital61 Russell, Australian Capital Territory, Australia. Be among the first 25 applicants.Get AI-p...Show moreLast updated: 20 days ago
    • Promoted
    El2 Technical Service Delivery Manager

    El2 Technical Service Delivery Manager

    It Alliance AustraliaCanberra, Australia
    Canberra, Sydney, Brisbane, Adelaide and Melbourne.One of our • •Federal Government • • clients is looking for • •EL2 Technical Service Delivery Manager • •in • •Canberra, Sydney, Brisbane, Adelaide • •an...Show moreLast updated: 6 days ago
    • Promoted
    Field Sales Representative, Public Sector, Google Cloud

    Field Sales Representative, Public Sector, Google Cloud

    GoogleCanberra, Australian Capital Territory, Australia
    Field Sales Representative, Public Sector, Google Cloud.Google Canberra, Australian Capital Territory, Australia.Join or sign in to find your next job. Field Sales Representative, Public Sector, Goo...Show moreLast updated: 30+ days ago
    • Promoted
    Desktop Engineer- NV1 Security Clearance

    Desktop Engineer- NV1 Security Clearance

    XPT SoftwareCanberra, Australian Capital Territory, Australia
    Desktop Engineer- NV1 Security Clearance.XPT Software Canberra, Australian Capital Territory, Australia.Join or sign in to find your next job. Desktop Engineer- NV1 Security Clearance.Continue with ...Show moreLast updated: 2 days ago
    • Promoted
    It Support Analyst

    It Support Analyst

    Gmt PeopleCanberra, Australia
    Australian citizens with NV1 or higher.Level 1 desktop / network support.Contract : 12 months plus 2 x 12 month extensions. Eligibility • • : Australian Citizens • •who hold an AGSVA • •NV1 • • or higher secur...Show moreLast updated: 3 days ago
    • Promoted
    El2 Technical Service Delivery Manager

    El2 Technical Service Delivery Manager

    Powerdata Group ConsultingCanberra, Australia
    We are seeking an EL2 Technical Service Delivery Manager • •.Open to • • : Must hold a current Negative Vetting Level 1 (NV1). Location • • : ACT, NSW, QLD, SA, VIC.Canberra -the work is to be performed at ...Show moreLast updated: 5 days ago
    • Promoted
    Account Manager (Canberra)

    Account Manager (Canberra)

    EatClubCanberra, Australian Capital Territory, Australia
    EatClub Russell, Australian Capital Territory, Australia.Join or sign in to find your next job.EatClub Russell, Australian Capital Territory, Australia. Be among the first 25 applicants.We're on the...Show moreLast updated: 8 days ago
    • Promoted
    Desktop Engineer- Nv1 Security Clearance

    Desktop Engineer- Nv1 Security Clearance

    Xpt SoftwareCanberra, Australia
    Desktop Engineer- NV1 Security ClearanceXPT Software Canberra, Australian Capital Territory, Australia.Join or sign in to find your next jobJoin to apply for the Desktop Engineer- NV1 Security Clea...Show moreLast updated: 2 days ago
    • Promoted
    Linux Engineering Manager - Optimisation for Latest Hardware

    Linux Engineering Manager - Optimisation for Latest Hardware

    CanonicalCanberra, Australian Capital Territory, Australia
    Linux Engineering Manager - Optimisation for Latest Hardware.Canonical Canberra, Australian Capital Territory, Australia. Join or sign in to find your next job.Linux Engineering Manager - Optimisati...Show moreLast updated: 4 days ago
    • Promoted
    Technical Account Manager (NV1) - Canberra / Sydney / Melbourne

    Technical Account Manager (NV1) - Canberra / Sydney / Melbourne

    Fortinet, Inc.Canberra, Australian Capital Territory, Australia
    Location : Australia (Canberra).Would you like to join the global leader and innovator in a broad range of network security solutions to help strategic customers and optimize their customer experien...Show moreLast updated: 2 days ago
    • Promoted
    Change And Release Coordinator

    Change And Release Coordinator

    Aris ZincCanberra, Australia
    We are looking for Change and Release Coordinator in Canberra locations for our Defence client.A minimum of 5 years of experience in Change Management roles and hold a firm understanding on the int...Show moreLast updated: 3 days ago
    • Promoted
    Graduate Consultant / Analyst (Sydney, Melbourne, Canberra)

    Graduate Consultant / Analyst (Sydney, Melbourne, Canberra)

    Ember AdvisorsCanberra, Australia
    Data-driven decisions for the public good.Join the dynamic, high-achieving team at Ember Advisors, a rapidly expanding management consultancy at the forefront of innovation in the public sector.Emb...Show moreLast updated: 8 days ago
    Network Engineer - NV1 Cleared

    Network Engineer - NV1 Cleared

    DavidsonCanberra, Australian Capital Territory
    Seize a dynamic career opportunity as a Network Engineer with NV1 Security Clearance, based in Canberra, Brisbane, Melbourne, or Sydney with some travel to Canberra required.Join a team where your ...Show moreLast updated: 30+ days ago
    • Promoted
    Salesforce Developer – Nv1 Cleared

    Salesforce Developer – Nv1 Cleared

    HawksworthCanberra, Australia
    Hawksworth Canberra, Australian Capital Territory, AustraliaSalesforce Developer – NV1 ClearedHawksworth Canberra, Australian Capital Territory, Australia3 days ago Be among the first 25 applicants...Show moreLast updated: 14 days ago
    • Promoted
    Multiple Defence Contract Positions

    Multiple Defence Contract Positions

    Redwolf + RoschCanberra, Australia
    Roles based in Canberra, Sydney, Melbourne, Brisbane, Adelaide, Perth.Security clearance is required, Australian citizenship required. Multiple Defence Contract Roles Available based in Canberra wor...Show moreLast updated: 1 day ago
    • Promoted
    Manager - Data Engineer (Nv1) | Canberra

    Manager - Data Engineer (Nv1) | Canberra

    Deloitte AustraliaCanberra, Australia
    Press Tab to Move to Skip to Content Link.Select how often (in days) to receive an alert : .Mentoring programs – receive support and coaching to progress your career. Option to purchase 12 weeks of an...Show moreLast updated: 8 days ago