Title: Support Account Manager
Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228
About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
Job Summary
The Support Account Manager plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role.
Customers around the world choose us for our “go beyond” approach and broad portfolio of solutions and services. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. To support our customers global business, we provide highly responsive support in local languages and we work with our customers to solve their problems and help achieve their business goals. As a Support Account Manager, you will utilize your technical competencies, communication, and escalation management skills to provide the highest level of Personalized, Proactive, Preventative and Reactive Enterprise-Class support services. You will build a partner relationship with the customer to better serve their business needs, as well as react quickly and revise approach when business needs change. The Support Account Manager role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and in helping to increase sales, by coordinating support activities for the account. Working very closely in collaboration with members of the Sales Account Team and customer contacts, you will become intimately acquainted with the customer business requirements, technical needs, solutions, environment, and service history.
Support Account Managers work with NetApp customers, assigned Sales Account Teams, and NetApp Support Centers by providing expertise in the following areas:
- Personalized Service
- Customized Proactive Care
- Centralized support management
This opportunity can be located at either our RTP, NC or Wichita, KS campus.
Job Requirements
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Technical knowledge in one or more of the following areas: Storage, Virtualization Technology, Network (SAN/NAS), Container Technology, Cloud Computing
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Excellent written, verbal, and interpersonal communication skills are ESSENTIAL, in order to work successfully on an account with a high level of visibility
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Ability to professionally handle conflicts and customer expectations.
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Ability to prioritize and effectively handle time-management.
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Strong aptitude for learning new technologies and understanding how to use them in a customer facing environment. Knowledge of modern telecommunication tools to provide remote services and support.
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At this level, the Support Account Manager is able to act as a lead and mentor for more junior SAMs.
Education
- Typically requires a minimum of 8-12 years of related experience with a Bachelor’s degree; or 5-7 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.
- NetApp and/or Cloud certifications are a plus.
- The ability and willingness to achieve certification with NetApp and major cloud providers.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.
If you run toward knowledge and problem-solving, join us.
Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
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