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Description
Job Summary Support Account Manager: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Job Requirements 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 and storage service gaps Ability to integrate diverse perspectives in critical situations to aid issue resolution Education Typically requires a minimum of 3-5 years of related experience with a Bachelor’s degree in Computer Science, Electrical Engineering, or related field; or equivalent combination of relevant education/training and applicable professional work experience. At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process. 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. 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. Submitting an application To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application. Apply Show more Show less
