Wilberforce University

CBT Nuggets

Customer Service Manager, Premium Accounts at Trend Micro

Develop and maintain a strong customer relationship and ensure their success and retention by providing for their best experience.  
Primary point of contact for assigned customers.
Ensure assigned customers are receiving Premium levels of service, quick escalation when necessary, and comprehensive resolution.
Custom reporting as required by the customer.
Project Management (This would be focused on implementation of new products into the environment or complex upgrades requiring technical planning coordination)
Identify and align Trend solutions with customers IT and Business Objectives
Co-ordinate and manage the technical needs of the account:
	Knowledge Transfer / Product TOI
	Product defects and issues
	Political escalation management
	Threat analysis - readiness planning
	On-sites as needed
	Renewal Management
	Training
	Assist Sales Organization with any customer opportunities or issues and relay pertinent customer information.

Louis Monroe