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Support Account Manager: Brocade Communications Systems, Inc.

Brocade® (Nasdaq: BRCD) provides the industry's leading platforms, solutions, and services for intelligently connecting, managing, and optimizing IT resources in shared storage environments. By developing innovative Storage Area Network (SAN) and File Area Network (FAN) solutions, Brocade helps organizations increase efficiency, reduce costs, and maximize their data assets. (www.brocade.com)

Position Description:

Are you looking for a career in a high-energy, professional work environment at a company whose cutting edge technology enables the flow of the world's digital data and on whom the high-tech world depends every day? Are you looking for a company that values and rewards your contributions, challenges you to shape your own career path, and provides top-notch personal development? If so, Brocade is the place to begin and explore your career!

Brocade is an industry leader in data center networking solutions and services that enable organizations to manage their most vital information assets. It's no wonder that Global 500 companies rely on Brocade technology to keep their businesses running around the clock. Brocade has pioneered the technologies that enable highly reliable and secure data center connectivity. Today most of the world's data flows through Brocade equipment and data center networks built on Brocade technology.

Job Description

Provide overall account management for Premier and Premier+ accounts within Support.

Day-to-Day Responsibilities

• Primary account contact for customer satisfaction within Brocade Customer Support Operations.
• Coordinate with Sales Channels and Professional Services as the focal point for all post-sales account related activities.
• Work closely with Sales Channels, Professional Services, and the Solution Center identifying single points of failure and the potential for new Brocade products and services.
• Proactively engage customer requirements relating to product enhancements that would improve product serviceability and usability.
• Represent/present the customer requirement to the appropriate Engineering organization to ensure clear understanding and implementation of approved enhancements
• Provide quarterly reviews to assigned Premier and Premier+ accounts.
• Establish regular communications with customers, including on-site visits.
• Access the Brocade Oracle system (PD's) and conduct early trend indicator analysis.
• Provide on-site presence during critical or high-visibility situations, project managing account recovery activities while delivering the appropriate ongoing status and post mortem documentation.
• Work closely with the customer to understand and document their Channel Extension and SAN Fabric design, “end to end” interoperability matrix and future growth projections.
• Regular daily participation in the Customer Situation review meeting.
• Ensure Brocade Event/Audit Logs are proactively reviewed weekly.
• Identify and sell the value of proactive Brocade SAN Director & Fabric Health Check services.
• Respond promptly to customer needs, providing value added fee based services where applicable.
• Ensure that accurate documentation of Brocade network, SAN Fabric diagrams, and matrices and associated information by utilizing Oracle.
• Work closely with the customer to ensure customer satisfaction of all professional services account engagements.
• Work closely with customer to ensure services are understood, completed, and billed accordingly.
• Identify and Deliver value added proactive Brocade SAN/Fabric Health Check professional services.
• Proactively engage the sales channel to create awareness of new product and solution offerings that have been identify as a result of SAN (Open Systems & FICON) /Fabric Heath Check services and first hand account knowledge of future customer growth requirements.
• Proactively engage the Professional Services organization to create awareness of new services opportunities identified during the delivery of SAN/Fabric Heath Check services.
• Participate as a subject matter expert in the development and delivery of a Escon to Ficon migration services
• Mentor and coach Technical Account Engineers and Technical Account Managers or other SDO co-workers.
• Develop and maintain Brocade customer operation procedures documentation.
• Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Brocade customers.



Qualifications:

Education and Experience

• B. S. degree in Computer Science, a related field; or equivalent work experience.
• Five years of customer support experience in data process, data communications or related environment.
• Completed assigned high profile tasks or projects within the scope of the Mid Level position.
• Certifications/Accreditations:
• Minimum of two levels of certification – BFCP/BCFM or equivalent non technical
• Demonstrated leadership in customer account management.
• Excellent project planning, communication and customer relation skills.
• Project management training or related experience.
• Knowledge of Brocade Products
• Experience with SAN technology (Fabric design, architecture, performance, best practices)
• Knowledge of ESCON and FICON technology
• Experience with open systems Hosts ( Solaris, HP-UX, AIX, Linux and Windows)
• Knowledge of open Systems HBA best practices
• Experience with midrange to Enterprise Class Storage Products from IBM, HDS and EMC Brocade Solutions (Extended SAN, Backup, Data Migration, Compliance regulations)
• General knowledge of Channel extension technology
• General knowledge of Mainframe technology
• General knowledge of Competitor Switching Products
• Some exposure to TCP/IP, WAN/LAN, ATM, Channel protocols [Specific number of years experience (i.e. 3 – 5, not 3+) with specific technologies – i.e. SAN/LAN, L 2-3 & L4-7 switching technologies.]
• Comfortable with technical and business English usage ( documents reading, e-mails, conference calls )

Physical requirements

• Frequent use of mouse and keyboard
• Frequent phone usage
• Occasional lifting up to 10 pounds

Brocade is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

To Apply Visit Brocade Communications Systems, Inc.