Advisor, Account Services Management

12 hours ago


مصر, Egypt RSA Full time

**Advisor, Account Services Management - SecurID**

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team

Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management and communications at various levels during services engagements from tactical to strategic (Account Management Strategies).

**Principal 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.
- 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.

**Requirements**:

- Bachelor’s degree in a related field
- 5-8 years of related experience in a professional role
- Possesses operational command of the business
- Ability to work effectively with senior management
- Customer focused
- Organizational skills; presentation skills
- Conflict resolution skills; cross-Functional skill
- Ability to influence others to achieve results
- Ability to lead complex projects and customer environment
- Strong stakeholder management
- Ability to make critical decisions
- Risk analysis and assessment skills
- Leadership skills
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law. _



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