Title:  Support Account Manager

Job Summary

As a Support Account Manager (SAM) at NetApp, you’ll combine technical expertise and customer success skills to deliver exceptional customer experiences and maximize the value of NetApp solutions. You’ll act as a trusted advisor, guiding customers to achieve their business goals through smooth onboarding, proactive technical engagement, and strategic consultation.

Key Responsibilities:

• Customer Consultation: Advise customers on NetApp solutions, recommend training, and align technical strategies with business goals.
• Relationship Building: Build strong connections with key technical stakeholders (e.g., VP Infrastructure, Storage Admins).
• Onboarding & Adoption: Facilitate smooth onboarding, adoption, and co-create success plans tailored to customer needs.
• Technical Health Checks: Conduct health assessments, address challenges, and manage escalations effectively.
• Proactive Engagement: Leverage data insights to monitor usage, mitigate risks, and maximize solution value.
• Asset & Renewal Management: Optimize customer environments, support renewals, and identify opportunities for expansion.
• Best Practices & Collaboration: Share best practices, contribute to strategic initiatives, and collaborate with cross-functional teams (Sales, Support, Technical Teams).

Job Requirements

· Bachelor’s degree or equivalent with 5-7 years of B2B customer-facing experience, including roles 

· 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

· 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.