Job Summary
Support Account Manager is NetApp’s High Touch valued added support service offering contributing to the success of our largest customers. The Support Account Management (SAM) team provides delivery management of support issues, and pro-active services designed to improve our customer’s operational health.
Customer Success Managers (CSM) deliver exceptional customer experiences and ensure the achievement of business outcomes for our valued clients. By driving deep value realization, fostering strong product adoption, and promoting overall customer renewal, they play a crucial role in establishing NetApp as a trusted partner in their success.
The SAM & CSM manager will directly manage a team of SAMs and CSMs, including recruiting, on-boarding and ongoing development responsibilities.
This position requires an experienced candidate, with a strong management background in sales/consulting/support/account management roles and proven customer-facing, and relationship management skills.
Furthermore, the SAM & CSM manager will provide oversight on, and be accountable for all the customers assigned to their team. A large focus will also be placed on supporting the sales teams in positioning support services to new customers and driving the overall support services pipeline, including renewals.
You will have successfully led a technical team in Professional Services, Support, Technical Account Management or similar. You are a great communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.
Job Requirements
• Responsible for achievement of services sales targets as described in the Annual Operating Plan.
• Provide direction and supervision to the teams who work with NetApp customers, and the assigned Account/Sales Teams.
• Responsible for achieving locally (Geo) assigned P/L objectives and targets which typically include, but not be limited to services bookings and services revenue
• gross and contribution margin $/% targets.
• Diligent management of services sales pipeline.
• Drive the closure of all commit deals.
• Deliver accurate weekly services bookings/P&L forecast and has budgetary responsibilities.
• Ensure timely and successful delivery of all service engagements.
• Be responsible for the execution of the staffing strategy of your team/region.
• Minimum 3 years of experience in managing first/second line services team.
• Strong experience with managing P&Ls, budgeting and planning required.
• Extensive breadth and depth of knowledge gained through exposure to complex business situations.
• Experience with managing P&Ls is required
• Participate in quarterly business reviews (QBR) when applicable
Education
• BTech in Computer Science or any related field with a minimum of 8+ years demonstrated customer and account management experience is required.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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