Support Account Manager

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Job Description:

Highly challenging and visible role focused on improving customer satisfaction with escalated incidents. This individual will act as company’s ambassador to the customer and as the customer's advocate within company; Engage and help drive escalated issues by coordinating the correct resources both internally and externally to interface with Senior Management, Engineering, Sales and Customers to resolve business and technical issues on all products and services.

Responsibilities

Act as the primary interface for local escalation management with regards to customer escalations.

Prioritize & drive escalations with internal stakeholders such as Engineering to ensure visibility, traction and ultimate closure.

Ensure the customer’s voice is heard throughout the escalation process.

Set correct expectations and drive relief and resolution through effective communication.

Monitor customer Problem Reports (PR’s) and work with the Global Escalation Manager and engineering to ensure appropriate resources have been allocated and the SR’s/PR’s are being actively handled in an appropriate manner.

Provide regular regional status updates for all escalated Service Requests.

Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.

Collaborate with the infrastructure functions required in escalations management.

Analyze escalation performance metrics.

Collaborate with the Global Escalation Manager and REM to ensure process alignment and best practice refinement.

Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.

Create and maintain lines of communication with field teams (SE, Sales, and TAMs).

Travel to customer sites and company offices as required.

Take an active role on escalated critical customer issues as may be required.

Skills & Requirements

Customer Focus

Display a strong sense of urgency

Strong written, verbal communication and presentation skills in English and Japanese

Ability to drive escalations through defined process to resolution

5-7 years in technical support preferably of a software product, and ideally an enterprise software product

Strong negotiation skills

Strong conflict management skills

Demonstrated experience influencing people across functional boundaries

Demonstrated effectiveness working with global or international operations

Ability to work effectively in high stress situations

BS Computer Science or equivalent

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

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