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Title:  Mgr,Support Account Managers


Bangalore, Karnataka, IN, 560071

Requisition ID:  52661
Job Summary

Manager, SAM Technical Analyst provides direct supervision to Support Account Managers (SAMs) Technical analysts in the function.  These committed individuals work individually and part of a team committed to providing the highest level of pre-emptive services to our Enterprise customers.  The SAM Technical Analyst role is critical to the assigned lead SAM and account teams in furthering the NetApp partner relationship, and in coordinating proactive support activities for the account.  You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal.   Strong ability to build, lead and manage a team is required.

Essential Functions

•    Provide direction and supervision to SAM Technical Analysts who work with the assigned lead SAM and account teams, by providing expertise in the following areas:
o    Responsible for generating, analyzing and reporting customer data from various enterprise sources.
o    Provide informed strategic planning, storage support best practices and upgrade advice.
o    Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
o    Maintain customer install base information in NetApp system of record up to date.
o    As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
o    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.

o    The SAM Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
o    Identify opportunities to improve and enhance technical analysis and representation of customer recommendations.
o    Manage special projects as assigned by management to meet customer and cross-functional team needs.
•    Successful collaboration with global SAM manager counterparts is critical.
•    Develop and implement new projects, policies and procedures for the department(s); and ensure that project goals are met. 
•    Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
•    Take responsibility for results, including costs, methods and staffing.

Job Requirements

•    Excellent written and verbal communication skills.  
•    Excellent interpersonal communication and customer service skills as needed in order work successfully with counterpart SAM managers, customers and other cross functional teams.
•    A clear understanding of the product development cycle, technical requirements and project management.
•    Account management and project management experience.
•    A strong understanding of concepts related to computer architecture through implementation.
•    Experience with developing budgets and predicting project costs.
•    A demonstrated ability to manage professional level employees.

Responsibility & Interaction

•    Responsibility:  
o    This position is responsible for managing many tasks within a large group or department.
o    The focus of this role is on business and its implication.
o    The potential impact of decisions made by this individual will be mostly operational with some financial.
o    This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.

•    Interaction: 
o    This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.  
o    Utilizes people skills and available manager tools to positively impact the development of subordinates within their role and career.
o    This individual must demonstrate favorable results through providing leadership to function and to staff.

Education & Experience

•    A minimum of 8 years of experience as an individual contributor and 1 to 5 years as a people manager is required. Prior experience as a senior level Technical Support Engineer, Escalations Engineer, Technical Account Manager, and/or a Project Manager is desired. 
•    A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required.
•    Demonstrated ability to manage multiple projects is required.