Advisor Account Services Management

Responsibilities:
• Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering.
• Advises RSA senior management of any developments and action plans. Generates support plans to resolve complex service-related problems.
• Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility of making decisions relating to these issues.
• Controls and directs internal resources in terms of setting time requirements and expectations.
• Coordinates activities with Account Managers, System Engineers, Professional Service and Customer Service to ensure all customer needs are met.
• Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
• Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding RSA products.
• Integrates customer and RSA business requirements with technical requirements to determine best course of action when resolving customer issue.
• Enables sales by positioning solutions to protect RSA product image while identifying sales opportunities.