Technical Account Manager at Reston

The internet has a team. Come join it!! VeriSign, Inc. operates a diverse array of network infrastructure, including two of the Internets thirteen root nameservers, the nameservers for .com, .net and other top-level domains as well as many country-code top-level domains. Using our global infrastructure, Verisign processes over 60 billion interactions each day, more than three times the number of phone calls made in the United States daily. Verisign helps registrars expand markets and increase renewals with critical technology and unmatched experience. Verisign also offers a range of security services, including managed DNS, Distributed Denial of Service (DDOS) mitigation and cyber-threat reporting.

The Technical Account Manager will be the designated Customer Service point of contact for large enterprise and other large or high-profile DDoS Protection Service customers. The TAM will coordinate the on-boarding of these customers and will work to establish a trusted working relationship with key points of contact within the customers organization, conducting periodic service reviews with the customer and handling escalations as they occur.

Responsibilities:

• Acts as the primary contact for the customer to define workflow and configuration needs, ensuring delivery of the service within the predefined project plan. Has full accountability for the complete end-to-end process.
• Manages the implementation planning elements; develops a standardized project plan to include tasks, intervals, and completion timelines while managing customers across multiple timezones.
• Acts as the primary point of contact for any technical escalations to ensure proper escalation and immediate resolution.
• Conducts periodic service reviews with the customer over the life of the contract. Monitors and communicates KPIs as needed to validate that SLAs have been met and appropriate service is provided.
• Communicates technical thoughts/ideas between Verisign departments and provides accurate data/updates back to the customer.
• Develops and adheres to project plan and schedules, milestones, and resources while following standard implementation processes and methodologies.
• During implementation, provides verbal and written status updates to customer and business units, including weekly update meetings, documented status reports, and revisions to project plan based on historical successes/failures.
• Builds strong daily working relationships with 2nd and 3rd level operations teams.
• Supports and contributes to team and corporate deliverables/goals.

Five to eight years experience in a high-level customer facing role such as account management, customer service management, or sales engineering is required, preferably from within the computer networking industry.
Bachelors degree required. Degree in Engineering or Computer Science is preferred.
Ability to understand troubleshooting processes for complex network problems is preferred.
Ability to understand the customers network and requirements and to develop and implement a structured project plan for delivery of the service.
Hands-on experiencewith the design and implementation of Network/Security infrastructure with Cisco and Juniper technologies, Foundry load balancers and security devices.
Thorough understanding of TCP/IP communications and DNS is preferred.
Knowledge of network management tools such as Arbor, Opsware, OPEN and Network Analyzers is preferred.
Ability to work flexible schedule based on customer and business needs.
Excellent customer service skills with accomplished verbal and written communication skills.
Some travel outside of the U.S. may be required.




Country: USA, State: Virginia, City: Reston, Company: Verisign, Inc..