Carleton University

Customer Success Manager at Trend Micro

Ottawa, Ontario, Canada

- Establish strong business relationship with Sales, Marketing, Presales and Consulting teams. Act as the project manager for the implementation and maintenance of purchased Trend Micro products. Regularly conduct business reviews with the assigned customer and local sales team to cover incident reports, health checks, product roadmaps, and other requirements as needed by the client. Develop a trusted advisor relationship with customer executives such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Trend Micro solution to be realized. Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment. Support customer’s product planning process and perform on site audits to improve efficiency and supportability. Manage critical escalations with clear execution plan and ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists. Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.

Trend Micro

Customer Success Manager

Trend Micro, a global leader in security software and solutions, strives to make the world safe for exchanging digital information.As a Technical Associate, I gained in-depth experience in Trend Micro's core security solutions and business processes. My duties for my current role as a Solutions Engineer are listed below : • Assisting clients to configure Trend Micro products such as Deep Security, Office Scan &  Control        Manager.• Reproduce client’s network environment on lab equipment in order to replicate technical issues. • Identify security vulnerabilities and recommend clients regarding critical network security            operations and enhancements.• Updating the customer regarding technical documentation, release notes and KB articles.• Providing remote technical support through telephone and web.• Providing customer education where needed due to gaps in networking and product knowledge.• Managing customer communications and service level agreement until the closure of each case.

Solutions Engineer

- Maintain, troubleshoot and administer Local Area Networks (LANs), Wide Area Networks (WANs), computer workstations, connections to the Internet, and peripheral equipments.•	Install or repair Windows machines with standardized applications and networking software, diagnosing and solving problems that develop in their operations.•	Perform data backups and disaster recovery.•	Control and monitor e-mail use, web navigation, and install software.•	Assisting trainers with applications to facilitate training.•	Respond to user queries and explain the operation of network applications and equipments.•	Assist in the maintenance of standards and documentation•	Perform other related duties as required in timely manner.

Daman Saluja