Technical Account Manager

  • Location:
    San Francisco, California, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Networking, Security
  • Job Id
Who You'll Work With
About OpenDNS, now part of Cisco: OpenDNS is a leading provider of network security and DNS services, enabling the world to connect to the Internet with confidence on any device, anywhere, anytime.

Our approach is twofold; first Umbrella, our cloud-delivered network security service, blocks advanced attacks including malware, botnets, and phishing threats, while our predictive intelligence engine uses machine learning to automate protection against newly-discovered threats before they can reach our customers. Today, we handle more than 80 billion daily Internet requests from 65 million+ users around the world. Our global network has proven reliability and adds no latency. We protect each and every one of our customers' devices globally without any hardware to install or software to maintain.

Working at OpenDNS means being surrounded by passionate, intelligent and creative people that are determined to disrupt the Internet security industry with innovative ideas, world-class research and unrivaled products and services. It's a place where the best ideas are quickly transformed into products, features, campaigns and company-wide practices, so it won't be long before you witness the results of your hard work. But don't just take our word for it. We've seen nearly 100% year-over-year usage growth.
Who You Are 
You will be the Primary Support contact for strategic OpenDNS customers and partners. They provides invaluable technical guidance, support, and input to win new business and build strong, long-term relationships. They partner closely with Technical Support, Marketing, Engineering, Product Management and other departments to ensure a clear understanding of the customer/partner environments, challenges and requirements.
They will foster long-term partnerships with customers & partners by aligning their business and technical goals with OpenDNS' vision, mission, and strategy. They define and drive the technical account strategy with a deep industry and technical background, aligning with the Account Manager's sales initiatives while advocating for the customer from within OpenDNS.

Our minimum requirements for this role:
* Be the primary technical contact for strategic customers and partners.
* Ensure prompt and appropriate resolution of strategic customers' and partners' technical challenges.
* Provide training, consulting services and best practices to strategic customers, partners, and account managers.
* Coordinate with cross functional groups to identify challenges and recommend solutions in a prescriptive manner including best practices, feature requests, usage analysis, and customer feedback.
* Provide clear and concise information regarding customer and partner accounts, needs and feedback to key stakeholders.
Develop an expert level understanding of OpenDNS features and benefits.
* Identify and work with the Account Manager on cross-sell and up-sell opportunities.
* ~20% Travel may be required.
* Exceptional customer service and time management skills with the ability to multi-task and a track record for delivering excellent results in a timely fashion.
* Excellent communication skills when working with a diverse customer audience.
* Strong understanding of basic office network environments including network security measures (e.g. firewall, proxy servers, anti-virus, anti-malware, spam).
* Excellent ability to understand complex technical concepts and communicate them to a non-technical audience effectively.
* Strong background in the SaaS space.
* 5+ years in customer-facing Support, Professional Services, Implementation or Client Service role.
* Strong understanding of common network protocols including TCP, UDP, DNS, DHCP, HTTP, FTP, and SMTP.
* BA/BS degree (or relevant work experience).
* Microsoft Active Directory
* Microsoft Windows (current Microsoft supported versions)
* Mac OS (current Apple supported versions)
* Debian-based Linux Distributions (current Debian or Ubuntu supported versions)
* FreeBSD (7.2 and later)
* iOS (current Apple supported versions)
* Android
* VMWare ESX/ESXi 4+
Why Cisco 
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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