Job summary

As Support Account Manager you combine your strong customer relationship and crisis management skills with your technical competences to deliver the highest level of support service to Enterprise customers, with the aim to maximize value realization of their NetApp solution and minimize disruption to the customer’s operations.
In close collaboration with other teams in NetApp support, you oversee an optimal delivery of support activities for the customer and provide an effective crisis management and communication in case of disruptions. As trusted advisor of the customer and in partnership with the account team, you actively drive pre-emptive and preventative recommendations which are tailored to the customer’s business needs and technical environment, build on NetApp’s industry-leading 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.

Job requirements

Essential Functions: 
Support Account Managers work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas: 
1. Personalized Service

• Provides informed strategic planning, storage support best practices and upgrade advice
• Understands the customers' environment and apply NetApp knowledge to improve the overall support experience 
• Conducts regular operational service reviews and provides customer-tailored best practice recommendations

2. Centralized Support Management

• Strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk-During any critical events, facilitates issue resolution and ensures effective communication, from customer storage administrators up to high-levelmanagement

3. Customized Proactive Care

• Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution
• Influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
• Educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products

Requirements:

• Excellent written and verbal communication skills
• Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross functional teams, influence behavior and drive actions
• Escalation management experience is strongly desired
• Proven ability to professionally handle conflicts 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  
• In-depth technical knowledge in Storage and/or Virtualization Technology
• or the ability to quickly acquire this knowledge 
• 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

Responsibility
The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems.

Interaction
Engages with all levels of staff within associated business functions
Interacts primarily with Staff to Director level employees within the function, and the technical team on assignment and in escalation situations

Education

• Minimum of 5 years of relevant experience is required. Prior experience as a Support Account Manager or a Support Account Manager Technical Analyst, Service Account Manager, Escalations Engineer, Technical Account Manager, Support Engineer, Escalation Manager, Professional Services Engineer, Storage Administrator and/or a Project Manager is desired. 
• A Bachelor of Science Degree in Computer Science, Electrical Engineering, or the equivalent work experience or a degree in a related field is required