Wednesday, October 07, 2009

MX Logic - Technical Account Manager

Located in Englewood, Colorado, MX Logic, LLC recently acquired by McAfee, is a leading software as a service provider of email and Web security services. MX Logic’s patented technology and commitment to creating the most user-friendly security solutions in the industry make MX Logic the appropriate choice for businesses that want enterprise-grade service and performance without enterprise-level complexity and cost. For more information, visit www.mxlogic.com.


To achieve our aggressive business objectives, we are currently seeking an experienced Technical Account Manager.


The Opportunity:

This position will have responsibility for the relationship management of an assigned account base through all phases of the account life cycle. The Technical Account Manager will serve as the primary point of contact to the assigned account base for troubleshooting and escalation of complex service issues. The TAM also serves as a customer advocate within MX Logic for product enhancements, software upgrades and Professional Service engagements.


Responsibilities:
Manage, escalate and drive satisfactory resolution of customers’ technical support and service issues based on MX Logic products and technology.
Responds to telephone and eService inquiries from assigned account base and serves as customer’s primary technical point of contact.
Proactively and reactively interface with customers in the management of technical and service impacting issues. Collaborating in planning implementation of new products and services (skills and knowledge transfer of those products and services) and day-to-day operation of MX Logic products.
Proactively monitor technical issues pertaining to MX Logic products at customer sites.
Work with Professional Services group to manage the delivery of product upgrades.
Develop and maintain strong working relationships with MX Logic Professional Services, Account Managers, Sales Engineers, Production Operations and Technical Support Specialists.
Maintain and expand working knowledge of current and pre-released MX Logic products and services, as well as their integration and methods of support delivery.
Approximately 25% travel to customer locations is required.

Required Skills
Minimum of five years experience in customer support account management.
Excellent communication, project management and problem solving skills.
The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.
Demonstrated proficiency in written presentation skills.

Two years of experience and proficiency with:

MS Office, Outlook and Exchange

Anti-spam software

Virus scanning software

GUI interfaces


Familiarity with:

LAN / WAN hardware

LDAP / POP / IMAP

SMTP

HTTP

Web Proxies and Firewalls


Education

Four year degree in a technology field or equivalent industry experience.


To Apply

Send cover letter and resume to careers@mxlogic.com – please reference position title in the subject line.

No telephone calls please. There is no relocation available for this position.