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EclecticIQCustomer Success Engineer
Sep. 2024Belgium
TrellixCustomer Success Manager
Mar. 2021 - Sep. 2024BelgiumThe Customer Success Manager (CSM) drives customer loyalty, adoption and implementation of McAfee Solutions. The CSM must be comfortable consulting with enterprise customer employees across the spectrum of system administrators to Chief Security Officers (CSO). The CSM will talk to the value of McAfee solutions and services that inspires the use of McAfee solutions, services, educational offerings and premium support.
Trend MicroCustomer Support Manager
Jun. 2017 - Feb. 2021Mechelen, BelgiumAs an Enterprise Support Account Manager (CSM) I provide support account management services for Premium Support level customers. The CSM is the security advocate to all other Trend Micro teams. Providing first class Premium Support experience to our largest customers. Although less responsible for direct sales, the SAM is a very important pivot in allowing pre-sales and sales to sell our software security solutions.
Intel SecuritySenior Support Account Manager
Jan. 2012 - Jun. 2017KontichAs an Enterprise Support Account Manager (SAM) I provide support account management services for Enterprise Support level customers. The SAM is the security advocate to all other Intel Security teams. Providing first class Enterprise Support experience to our largest customers. Although less responsible for direct sales, the SAM is a very important pivot in allowing pre-sales and sales to sell our software security solutions.
DellIT Solution Pre-sales Engineer
Jan. 2006 - Dec. 2011ZellikThe Solutions Engineer is responsible for design, definition and implementation of complex system requirements for customers, and/or prepares studies and analyzes existing systems. Determines system specifications, input/output processes and working parameters for hardware/software compatibility. Coordinates design of subsystems and integration of total system. Identifies, analyzes and resolves program support deficiencies. Ensures accurate root cause analysis based on issues. Develops and recommends corrective actions. May collaborate with technologists, systems engineers, and development management to oversee execution of deliverables by suppliers in an outsourced development model. Experience with enterprise customers and experience working with CIO/CTO level. Excellent presentation and communication skills. Strong team player with the ability to collaborate and communicate with complex matrixed teams across the region. Role Responsibilities: - Quota-carrying Enterprise Technical Sales team member to advance Dell’s solutions and offers presence in the respective region with a focus on HPC - Develop customer opportunity and recommend/sell Dell’s solutions spanning industry and research. - Establish and cultivate ongoing business relationships with customers and Business Partners to facilitate additional business opportunities - Conduct and/or participate in product presentations, demos, evaluations and ROI analyses directed at current or prospective partners - Act as technical liaison between partner and Dell on presales situations, solution requirements and future product direction for the partner’s market - Expected to stay current on technology, competitive marketplace & provide constant feedback to BDMs/Solutions Strategists & product groups
MicrosoftTechnical Support Account Manager
May. 1996 - Dec. 2006DiegemThe Technical Account Manager (TAM) plans, manages and reviews the delivery of support services that drive outcomes aligned to customer’s IT and business goals. The TAM is also an escalation point, ensuring the customer receives a world class support experience. TAMs partner with other roles to ensure customer success in the acquisition, implementation, and usage/consumption of Microsoft’s cloud services, with implementation being the specific accountability of the TAM. The TAM develops and expands strategic customer relationships to grow the Services business and drive larger impact for the customer. Key Responsibilities Service Delivery Planning
• Align services around people, process and technology
Service Delivery Mgmt
• Drive improvement through delivery of goal aligned services. Cloud Implementation
• Lead activities that accelerate the customers’ deployment of cloud services.
Service Intro and Review
• Ensure clear customer understanding of services available, and value delivered
Reactive Management
• Act as an escalation point for critical service incidents
Oppty and Growth Mgmt
• Identify opportunities for renewing and expanded Premier or MCS services
Customer/Partner
• Use customer satisfaction results to drive service improvement
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