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Advisor, RSA Account Services Management - US Hours

Primary Location: Cairo,
Additional Location(s): Cairo, Egypt

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Key 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.
  • Travel to customer sites and RSA offices as required. Performs other duties as required.
  • 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.
  • Divisional contact point for coordination of Root Cause Analysis (RCA) for problems escalated to the Division level.
  • RCA analysis includes identification of resources required, event timeline, RSA corrective action, and any process or procedure recommendations to prevent future occurrence.
  • Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
  • Oversees account information: product portfolio, configurations, installations. They may also manage and track maintenance/warranty coverage status and renewals.
  • Interfaces with customer on behalf of senior management via customer meetings and written communication.
  • Responsible for acting as RSA CS Liaison for customer visits to the Executive Briefing Center.

Required Experience and Skills:

  • Bachelors (Technical)
  • Fluent in English
  • Flexible working in a US hours shift.
  • Experience Required:  5+ years relevant experience
  • Flexibility to work in different time zones and different shift patterns
  • Additional languages: Any other European language is a plus

Additional Requirements:

  • Customer Service skill.
  • Organizational skills.
  • Ability to work independently.
  • Ability to lead, motivate and direct a work group.
  • Communication skills.
  • Presentation skills.
  • Sense of urgency
Job ID: R077083
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