Support Account Manager

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.

Working primarily on-site with customers in secure sites, you actively assist with troubleshooting technical support issues and with the transfer of knowledge about the administration of NetApp’s products to your customer administrators. Your role is critical to NetApp’s continued success as you help deepen the relationship with the customer, build their trust in our solutions and increase their loyalty

The SAM’s work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas:

1. Personalized Service (Approximately 33% of time)
-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.
-Conduct regular operational service reviews and provide customer-tailored best practice recommendations

2. Centralized Support Management (Approximately 33% of time)
-The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk
-During any critical events, the SAM facilitates issue resolution and ensures effective communication, from customer storage administrators to high level management
3. Customized Proactive Care (Approximately 33% of time)
-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.

- The SAM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations

- The SAM educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products.

Job Requirements

5-8 years of relevant experience. Prior experience as a Support Account Manager, Service Account Manager, Escalations Engineer, Technical Account Manager, Support Engineer, Professional Services Engineer, Storage Administrator and/or a Project Manager is desired
Excellent written and verbal communication skills
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
In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.
Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
Understand ARS risks and SP parameters and able to articulate meaning to customer
Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings
Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
Able to work as buddy for new hires, coach on standard job tasks
Able to participate and contribute in cross-functional teams and subject matter expert teams
Able to participate/contribute to initiatives and training to develop an areas of specialization
Have an understanding of storage market developments, storage service gaps, suggest changes to close the gaps. Understand basics of NetApp finances. Able to identify sales priorities
Frequent visits to the customer’s domestic sites as required
Security clearance - a big advantage

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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