Title:  Support Account Manager - Active TS/SCI with Full Scope Poly

Job Summary

Support Account Manager (SAM):

Plans and oversees enterprise-level technical support and service activities for company products and services for a designated client or group of clients, requiring a US Citizen on US soil with a currently active TS/SCI with Full Polygraph security clearance.

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. 

- This is technical, customer-centric position with our support delivery organization; this is not a sales role.

- This is a hybrid role, and therefore the opportunity is located in the Maryland/DC area. 

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. Sufficient technical skills to obtain and maintain NCTA/NCTSP certification. 

- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer-facing environment 

- Understand system risks and supportability profiles to be able to articulate to customer 

- Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience 

- Able to influence and drive actions with customers (influence, negotiate), and 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 Engineering Product Support 

- Able to work as a buddy for new hires, coach on standard job tasks 

- Have an understanding of storage market developments and storage service gaps 

- Ability to integrate diverse perspectives in critical situations to aid issue resolution 

** US Citizenship on US soil is required.

** Active TS/SCI with Full Polygraph security clearance.

Experience/Education

A minimum of 5+ years of related experience, as outlined above, is required.

Active TS/SCI with Full Polygraph security clearance is required.

Sufficient technical skills to obtain and maintain NCTSP certification are required.