Partner Success Manager- Cyber Security Background is a must

SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. With its own threat research center, SonicWall can quickly and economically provide purpose-built security solutions to enable any organization—enterprise, government agencies and SMBs—around the world. For more information, visit www.sonicwall.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

Responsibilities: 

• Issues include but not limited to technical service understanding, account creation and maintenance, customer escalation, and non-technical customer inquiries within established guidelines and policies 
• Review and identify areas of improvements to streamline non-technical customer service operation processes 
• Meets required customer service support metrics including Customer Satisfaction metrics, service request handling metrics  
• Interface with other SonicWALL groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries
• Ensure complete and comprehensive documentation using appropriate application tracking systems
• Screen incoming Customer calls globally
• Assist with ticket creation
• Route customers to the technical support team within the organization.
• Ability to identify when an issue requires engineering assistance
• Ability to review and triage cases  and/or one-off support tickets to go to engineering
• Ability to provide licensing keys to the customers as appropriate
• Ability to track tasks and follow up with other team members
• Able to field customer concerns and escalation to a supervisor

Requirements:  

• Excellent attention to detail and documentation skills
• Excellent research abilities, problem identification, resolution, and decision-making skills
• Excellent problem-solving skills
• Excellent written and verbal communication skills, with the ability to establish effective relationships with all levels of management, employees, partners, and end customers 
• Fluency in written and spoken English

Education and Experience:  

• At least 3 years of related experience with a Bachelor’s degree; or 1 year and a Master’s degree; or a PhD without experience; or equivalent work experience preferred 
• High level of experience with Microsoft programs including Word, Excel, PowerPoint preferred

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SonicWall is an equal opportunity employer.  

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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