Job Title:

Principal Critical Account Manager

Role Overview:

Join our team as a Principal Critical Account Manager (PCAM) within the Critical Accounts Program (CAP) at Trellix. In this strategic role, you will be at the forefront of addressing critical customer issues, ensuring the highest level of customer satisfaction.

Key Responsibilities:

• Issue Resolution Leadership: Lead the resolution of critical customer issues, employing creative problem-solving when standard procedures fall short of meeting customer expectations.

• Team Leadership: Build and lead cross-functional teams dispersed across various locations, guiding them in identifying, developing, and executing action plans to address critical issues effectively.

• Stakeholder Communication: Expertly communicate issue status and resolutions to CXO levels within Trellix, customers, and partners, ensuring transparency and alignment.

• Trend Analysis and Prevention: Identify systemic trends through engagements and collaborate with organizational leaders to develop preventive measures, driving actions to prevent recurrence and future issues.

If you're passionate about driving customer success, possess strong leadership and technical skills, and thrive in a dynamic, collaborative environment, we encourage you to apply for this exciting opportunity!

• Leadership Skills: Proven ability to lead and motivate cross-functional teams to achieve results, with strong coaching and mentoring capabilities.

• Technical Proficiency: Expertise in troubleshooting practices, databases, networking fundamentals, and web services, with a strong understanding of security protocols.

• Communication: Excellent verbal and written communication skills in English, with the ability to effectively train users, present information, and provide technical documentation.

• Analytical Skills: Ability to quickly analyze and derive facts accurately, aiding in efficient problem-solving and decision-making.

• Customer Focus: Demonstrated commitment to customer satisfaction, with proactive and responsive approaches to addressing customer needs.

• Adaptability: Proven aptitude for learning new technologies and advancing expertise to adapt to evolving customer requirements.

• Collaboration: Ability to contribute positively to a collaborative team environment, fostering empathy, equality, inclusion, and a culture of continuous improvement.

About you:

• You have an ability to form relationships at various/multiple levels

• Your influencing skills are very effective at both the executive and individual contributor levels

• You work very well in a faster-paced, high-growth environment

• Your background includes 8+ years in customer-supporting IT environments, with demonstrated proficiency in issue resolution and customer service.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .