Support Account Manager

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:Highly challenging and visible role focused on improving customer satisfaction with escalated incidents. This individual will act as company’s ambassador to the customer and as the customer's advocate within company; Engage and help drive escalated issues by coordinating the correct resources both internally and externally to interface with Senior Management, Engineering, Sales and Customers to resolve business and technical issues on all products and services.ResponsibilitiesAct as the primary interface for local escalation management with regards to customer escalations.Prioritize & drive escalations with internal stakeholders such as Engineering to ensure visibility, traction and ultimate closure.Ensure the customer’s voice is heard throughout the escalation process.Set correct expectations and drive relief and resolution through effective communication.Monitor customer Problem Reports (PR’s) and work with the Global Escalation Manager and engineering to ensure appropriate resources have been allocated and the SR’s/PR’s are being actively handled in an appropriate manner.Provide regular regional status updates for all escalated Service Requests.Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.Collaborate with the infrastructure functions required in escalations management.Analyze escalation performance metrics.Collaborate with the Global Escalation Manager and REM to ensure process alignment and best practice refinement.Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.Create and maintain lines of communication with field teams (SE, Sales, and TAMs).Travel to customer sites and company offices as required.Take an active role on escalated critical customer issues as may be required.Skills & RequirementsCustomer FocusDisplay a strong sense of urgencyStrong written, verbal communication and presentation skills in English and JapaneseAbility to drive escalations through defined process to resolution5-7 years in technical support preferably of a software product, and ideally an enterprise software productStrong negotiation skillsStrong conflict management skillsDemonstrated experience influencing people across functional boundariesDemonstrated effectiveness working with global or international operationsAbility to work effectively in high stress situationsBS Computer Science or equivalentBroadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.