Support Account Manager

Job Summary

The Support Account Manager (SAM) 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 quarterly.

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 Mandarin Chinese and English are mandatory. Proficiency in any other languages is highly welcome!
• 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.
• Good technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
• Frequent visits to the customer’s domestic sites as required.
• Ability to plan and coach new hires from scratch to fully up to speed and act as mentor to other junior members of the team.
• Participate, contribute and influence cross-functional and SME teams. Ability to influence other organizations/teams at Geo level.    
• Ability to advertise, promote, present and position SAM Services in sales districts, with partners and potential customers.

Education & Experience

• Typically requires a minimum of 8-12 years of related experience with a bachelor's degree; or 5 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.