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.
The SAM role is critical to NetApp’s continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.
 
* Please note this is a customer-centric, technical role within our Customer Support organization; this is not a Sales role. 

* This position will be located near Research Triangle Park (RTP) NC, Wichita KS, or Boulder CO. Qualified candidates near one of these locations need only apply!
 
Essential Functions:
The SAMs work with NetApp customers and designated Account/Sales Teams by providing expertise in the following areas: 
 

1. Personalized Service
-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 
-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
-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

•    Proven ability to professionally handle conflict 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 
•    Able to independently drive escalations, involving higher level support management at NetApp
•    Technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge
•    Able to interact effectively with all levels of Technical Support and Professional Services roles on all technical matters, capable of preparing Root Cause Analyses (RCA) and understand the wider technical context of issues
•    Able to drive discussions with account teams on root-cause analyses beyond filer-level
•    Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment 
•    Travel to the customer as required
•    Able to influence and leverage account teams for driving change at customer        
•    Participate, contribute and influence cross-functional and SME teams
•    Understanding how to position SAM services and added-value services in the right business context. Able to articulate SAM added value to customers.

**This position will require the SAM to be "on-call" during the work week starting at 6:00 pm local time. Additional compensation will be provided.

**US Citizenship is required, due to the nature of the accounts this position supports.
 

Education/Experience

A minimum of 5+ years of relevant, applicable industry experience is required.

Compensation
The base salary range for this position is $110,000 - $135,000 and will be determined by the candidate