Job Summary
The Support Account Manager is responsible for planning and overseeing enterprise-level support and service activities for company products and services for a designated client or group of clients. Please note that this is a technical, customer-centric opportunity within our Support organization and not a Sales role. As a Support Account Manager, you will utilize your technical skills, communication, and escalation management skills to provide the highest level of Personalized, Proactive, Preventative, and Reactive Enterprise-Class support services in local languages. The Support Account Manager role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and helping to increase sales by coordinating support activities for the account. Hybrid position travel might happen monthly.
As a Support Account Manager on our customer success team, your responsibilities include:
- working with NetApp customers and designated Account/Sales Teams,
- providing expertise in the following areas:
- Personalized Service
- Centralized Support Management
- Customized Proactive Care
Job Requirements
- Excellent written and verbal communication skills in Italian and English are mandatory. Proficiency in any other languages is highly welcome! Spanish skills are a plus.
- Ability to communicate clearly, both written and verbal, with customers, Sales and Support Center, and act as a professional representative of the NetApp Global Support Organization.
- Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross-functional teams, influence behavior, and drive actions.
- Experience in escalation management and the ability to handle conflicts professionally and effectively manage customer expectations.
- Ability to integrate diverse perspectives in critical situations to aid issue resolution.
- Ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time management.
- Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
- 5+ years of applicable experience in post-sales management.
Education & Experience
- Typically requires a minimum of 5 years of related experience with a bachelor's degree; or 3 years and a master's degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.
- Work experience in a technical Customer Success role is desired.
- NetApp and/or Cloud certifications are a plus.
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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?
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 enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite 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. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
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