Customer Support

The ForeScout SAM will act as the ultimate customer advocate and will serve as ForeScout’s lead for services and support by expertly applying project management oversight skills for deployment services,  conducting operational risk mitigation reviews, driving customer escalations as needed, best practice reviews, and delivering insight and planning to customers that enables them optimize their ForeScout investment. The SAM may be called upon from time to time to provide technical expertise to customers as they progress on their ForeScout journey of See, Control and Orchestration.

Responsibilities:

• The SAM is responsible for owning, driving and escalating issues across multiple business units within ForeScout (e.g. Technical Support, Services, Sales, Product Development, etc.) and marshalling resources as necessary to resolve problems.
• Chartered with delivering an exceptional customer experience as measured by NPS (Net Promoter Score) and Customer Satisfaction.
• Engages customer early in the deployment cycle to onboard assigned customers to ForeScout and set expectations on people, process and technologies
• Provide oversight on deployment to ensure delivery, installation and customer time to value is achieved within the SOW parameters

• Conducts and leads Customer Care account review meetings.
• Documents and manages action items, assigned owners, and timeline of events during customer crisis; drives corrective action plan.

• Provides consolidated information in the form of reports on all support related account activity.
• Advise on customization of CounterACT polices and system configurations to meet customers’ unique business requirements.
• As needed, assist with CounterACT software and hardware upgrades, including Beta releases.
• Provides feedback to improve product quality/functionality
• Performs solution audits to provide holistic view of a solution and recommends best practices
• Provides technical assistance onsite for critical problems as needed

Qualifications:

• 3+ years in Enterprise level support/service account management or technical leadership role
• A deep understanding of security standards, protocols and technologies
• Outstanding customer communications skills, written, oral and face-to-face

• Ability to work independently in a mixture of workplace environments including Fortune 1000 companies, military bases and government agencies.
• Expert ability to “read” the customer and adapt behavior / approach
• Ability to troubleshoot heterogeneous environments
• Strong knowledge of networking with expertise in hardware configuration, debugging and root-cause analysis
• A self-motivated individual with a ‘can do’ attitude

Education

• Bachelor’s degree in Computer Science, Engineering or equivalent industry experience.

Travel

• Willingness and ability to travel domestically
• Willingness to travel on short notice.