Support Account Manager

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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
• acting as a leader for team projects or initiatives.
• setting an example for other team members related to technical expertise and customer advocacy.
• mentoring peers, assisting with the delivery of team training and facilitating internal process problem resolution.
• as a senior SAM you will usually be dedicated to a single global account or responsible for a small number of large enterprise customers.

Job Requirements

• Excellent written and verbal communication skills in 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.
• Extensive account management experience is required. The ability to manage all post-sales issues on a large, demanding global account is essential, as is the ability to engage at executive level within the customer.
• 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.
• Demonstrated excellent customer service experience working with large customers in high stress situations on complex problems.
• Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
• NetApp NCDA certification (or equivalent) is required.
• Knowledge of Hyperscalers and Cloud.

Education

• Typically requires a minimum of 10 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 demanding technical Customer Success role.
• NetApp and/or Cloud certifications.
• A level of government security clearance or the capability to obtain this within a reasonable time (<12 months) is a plus.

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