Roles & Responsibilities
The resident TAM is your representative and will always take ownership of the problem, engaging the correct resources within the company to help resolve it.
Identify and align Trend Micro (TM) solutions with customers IT and business objectives.
Act as the project manager for the implementation, and maintenance of purchased TM products.
Act as escalation manager for severe and urgent incidents from the customers
Conduct regular technical review with the assigned customer and the local Trend Micro team, which can include (but not limited to):
- Incident reports
- Health checks
- Product Roadmap
- Custom reports
Work with the regional PSP Manager to ensure alignment with the program’s deliverables.
Enable the PSP client by delivering Best Practices, Product TOI, and Product Updates.
Would be a SPOC for critical escalation for all the TM Solutions deployed at customer premise.
Regular meetings with customer operation team to discuss on the open issues and help needed from support and customer team for resolving issues.
Periodic review of the solutions for best practice configuration (Health Checks), work with TrendMicro TAM and discuss the report finding and recommendation with customer team.
Proactive security and product advisories pertaining to solutions deployed at customer premises.
Assist in planning the solution upgrades and new features enablement.
Track open support cases for all the solutions and send monthly report.
Regular meetings to present the current state of the solutions and activities carried out.