Our exclusive client, a security firm based near Baltimore Maryland, has an immediate need for someone to be responsible for managing and coordinating all aspects of customer and partner support to include:
1. Develop and implement customer support strategy, including call escalation procedures and call tracking system. 2. Develop and implement strategy for distribution of products and services, based on sales order (channel and direct) including software distribution and shipping, documentation updates, deployment of patches and upgrades, etc. 3. Identify appropriate staffing needs; hire, train, and schedule appropriate support personnel to meet specific service levels in accordance with publicly stated support availability. 4. Direct and perform post-sale customer follow-up activities, including coordination of any support requirements, invoicing issues, etc. 5. Conduct market analysis and customer segmentation for implementation into sales strategy. 6. Coordinate field support resources as necessary. 7. Manage direct customer interface with channel partners and premier customers, including on-site meetings, technical training sessions, joint marketing support, etc. 8. Develop and implement product training program, including web support and on-site support as necessary (pre- and post-sale). Requirements: Requires 7-10 years of experience, preferably at the senior level, in product support and management. Candidate must have background in information security technologies, including firewalls, intrusion detection systems, and security policy management. Strong project management skills required. Candidate must be a successful team builder. CISSP or CISA certification strongly recommended. Some travel required, depending on customer needs. Candidate must be local to the Maryland area as relo assistance is not provided. Candidate must be a U.S. citizen or permanent resident as company will not sponsor. For immediate consideration, send resume to [EMAIL PROTECTED] Stuart Newborn Vice President Sudina Search, Inc. http://www.sudinasearch.com
