Support Account Manager

About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO
Job Summary
The Support Account Manager (SAM) combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer’s operations.
In close collaboration with other parts of NetApp support, the SAM oversees an optimal delivery of support activities for the customer and provides an effective crisis management and communication in case of disruptions.
As trusted advisor of the customer and in partnership with the account team, the SAM actively drives pre-emptive and preventative recommendations which are tailored to the customer’s business needs and technical environment, built on NetApp’s AutoSupport technology.
Essential Functions:
Personalized Service: Provide informed strategic planning, storage support best practices and upgrade advice. -Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
Centralized Support Management: The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk
Customized Proactive Care: Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
Job Requirements
Excellent written and verbal communication skills
Proven ability to professionally handle conflict and to effectively manage customer expectations
Ability to integrate diverse perspectives in critical situations to aid issue resolution.
Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge
Possesses at least one advanced specialization in technical skill area or communication/ interaction skills. Able to actively contribute to innovations
Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context.
Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN)
Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
Frequent visits to the customer’s domestic sites as required
Able to influence and drive actions on both short and mid-term time scale. Able to influence and leverage account teams for driving change at customer
Able to plan and coach new hires from scratch to fully up to speed. Able to act as mentor and continuously coach on the SAM 3 job
Participate, contribute and influence cross-functional and SME teams. Able to influence other organizations/teams at Geo level
Understanding how to position SAM services and added-value services in the right business context. Able to articulate SAM added value to customers and sales.
Education
8-12 years of relevant experience required. Prior experience in a Support role preferred.
NCDA certification preferred
A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.
Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future. If you run toward knowledge and problem-solving, join us.