Advisor, Account Services Management - SecurID

Advisor, Account Services Management - SecurID
As organizations across the globe transform to meet the rapidly evolving
demands of the post-pandemic world, cybersecurity has become the bedrock of
today 's digital economy. Nowhere is this more critical than in securing the
identities of the employees, external users, and customers that drive the
modern digital business. RSA SecurID is the most recognized and trusted brand
in Identity Assurance with more than ‎12,000 customers, including ‎90% of the
Fortune ‎500. For over ‎35 years, SecurID has pioneered many of the encryption,
authentication and identity federation technologies that still power the
Internet today. And now SecurID is transforming the industry yet again, paving
the way for the future of digital Identity through next-generation SaaS-
powered Identity Assurance and a frictionless, mobile-optimized experience for
the modern workforce. If you are a self-motivated entrepreneur looking for a
fast-paced challenge doing something that truly matters, come join our winning
team!
Responsibilities include the management and oversight of service delivery
processes, which may include incident management, problem management, request
management, change management, service level management and configuration
management as well as resource coordination, customer management, dispute and
technical resolution management and communications at various levels during
services engagements from tactical to strategic (Account Management
Strategies).
Principal Responsibilities:
* Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering.
* Advises RSA senior management of any developments and action plans. Generates support plans to resolve complex service-related problems.
* Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility of making decisions relating to these issues.
* Controls and directs internal resources in terms of setting time requirements and expectations.
* Coordinates activities with Account Managers, System Engineers, Professional Service and Customer Service to ensure all customer needs are met.
* Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
* Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding RSA products.
* Integrates customer and RSA business requirements with technical requirements to determine best course of action when resolving customer issue.
* Enables sales by positioning solutions to protect RSA product image while identifying sales opportunities.
* Divisional contact point for coordination of Root Cause Analysis (RCA) for problems escalated to the Division level.
* RCA analysis includes identification of resources required, event timeline, RSA corrective action, and any process or procedure recommendations to prevent future occurrence.
* Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
* Oversees account information: product portfolio, configurations, installations. They may also manage and track maintenance/warranty coverage status and renewals.
Requirements:

• Bachelor's degree in a related field


• ‎5-‎8 years of related experience in a professional role


• Possesses operational command of the business


• Ability to work effectively with senior management


• Customer focused


• Organizational skills; presentation skills


• Conflict resolution skills; cross-Functional skill


• Ability to influence others to achieve results


• Ability to lead complex projects and customer environment


• Strong stakeholder management


• Ability to make critical decisions


• Risk analysis and assessment skills


• Leadership skills
  RSA is committed to the principle of equal employment opportunity for all
  employees and applicants for employment and to providing employees with a work
  environment free of discrimination and harassment. All qualified applicants
  will receive consideration for employment without regard to race, color, and
  any other category protected by applicable country law.
  If you need a reasonable accommodation during the application process,
  please contact the RSA Talent Acquisition Team at
  [email protected] . RSA and its
  approved consultants will never ask you for a fee to process or consider your
  application for a career with RSA. RSA reserves the right to amend or withdraw
  any job posting at any time, including prior to the advertised closing date.