Title:  Sr. Support Account Manager (SAM)

Job Summary

Support Account Manager (SAM) - Cloud-focused - Hybrid, In‑Office Required

Position Overview: As a Support Account Manager (SAM) at NetApp, you will blend technical expertise with exceptional customer success skills to deliver outstanding customer experiences and drive significant business outcomes. Your role will involve leveraging your technical skills to provide guidance, support product adoption, and consultancy to help realize the maximum value of the NetApp solutions. The SAM will collaborate closely with customers to understand their business goals, combining technical acumen with customer success strategies to build a customer success plan and establish NetApp as a trusted partner in our customers' success.

Key Responsibilities:

• Business Consultation: Consult with customers to provide technical advice on NetApp products and services, focusing on key areas to enhance their product experience and achieve business goals. Based on customer needs, recommend and manage customer training plans.
• Relationship Building: Develop and nurture relationships with customers, focused on key technical personas (VP Infrastructure, Infrastructure Architect, Storage Admin and Engineer, Security and Compliance Lead), becoming a trusted technical advisor and advocate throughout their journey with NetApp.
• Onboarding, Adoption, and Capacity Management: Facilitate smooth onboarding and adoption activities, collaborating with customers to co-create technical success plans tailored to their specific needs and goals. Facilitate guided demos tailored to customer environment and needs.
• Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended solutions, and identify areas for improvement.  Manage P1 escalations alongside key internal resources and share P2-P4 awareness.
• Proactive Technical Engagement: Use advanced data insights and technical knowledge to monitor adoption and/or utilization and assist with predictive risk mitigation, guiding customers to recognize greater value from NetApp solutions.
• Asset Management: Provide assessments consulting with the customer to maintain and optimize the customer inventory of NetApp assets and services while identifying and qualifying opportunities to expand, replace, or optimize their environments.
• Renewal and Expansion: Collaborate with Renewal Specialists and Field Sales to design and implement technical health plans with the goal of value realization, ensuring successful renewal leveraging NetApp’s product portfolio.  Provide guidance on their solutions, what they should be consuming and make recommendations for renew, refresh and expand.
• Best Practices Development: Develop, document, and share technical best practices with team members to continually improve the quality, effectiveness, and efficiency of processes and playbooks.
• Strategic Initiatives: Lead and contribute to strategic technical initiatives that enhance customer success, drive innovation, and support organizational goals.
• Cross-Functional Collaboration: Work closely with Renewal Specialists, Field Sales, and other technical teams to ensure an exceptional customer experience and drive the technical customer success strategy with wider account team members.

Job Requirements

Who You’ll Work With:

• Professional Services
• Support Teams
• Sales Teams
• NetApp Pre and Post Sales Technical Teams
• Customer Technical Stakeholders

Skills and Competencies:

• Bachelor’s degree or equivalent experience with 12 years of B2B customer-facing experience, including roles such as Customer Success, Sales Engineering, Technical Support, Sales Architect, or Technical Account Management.
• Technical proficiency in NetApp products and or enterprise IT.  Technical storage domain Knowledge a plus, with the ability to understand customer needs and leverage product capabilities or internal resources to meet those needs.
• Demonstrated hands‑on experience with NetApp Cloud Volumes ONTAP (CVO), including cloud storage concepts, deployment, administration, and operational support in Microsoft Azure and AWS environments.
• Proven ability to build and maintain strategic technical relationships with customers.
• Excellent communication skills and emotional intelligence (EQ) to address complex technical challenges and build trust with customers.
• Demonstrated success in fast-paced and dynamic environments, capable of handling multiple high-priority tasks and adapting to changing requirements.
• Expertise in data analysis, providing actionable technical insights, and making strategic recommendations.
• Proficiency in MS Office required; experience with Gainsight, Salesforce, and technical tools relevant to the role is a plus.
• Capable of working independently and collaboratively with global internal and external teams.
• Familiarity with project management methodologies and tools is a plus.
• Language proficiency may be required in specific areas.

Key Performance Indicators & Business Objectives:

• Customer Health and Adoption Scores
• Regular engagement with customer base (documented for quality)
• Success Plan adoption to include documented customer KPIs and value realization
• Improve customer satisfaction scores
• Qualified Expansion of NetApp portfolio
• Successful renewal/retention rate improvement

Education

• Bachelor’s degree or equivalent experience with 12+ years required of B2B customer-facing experience, including roles such as Customer Success, Sales Engineering, Technical Support, Sales Architect, or Technical Account Management.
• Current cloud certification(s) with Microsoft Azure and/or AWS.
• Demonstrated capability and commitment to obtain NetApp Certified Technical Support Professional (NCTSP) or higher NetApp certification.