Title:  Support Account Manager


Research Triangle Park, NC, US, 27709 Boulder, CO, US, 80302 Wichita, KS, US, 67228

Requisition ID:  110643

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?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

Support Account Manager: 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:

1. Personalized Service 
2. Centralized support management
3. Customized Proactive Care 

** Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role.**
Position can be located near Research Triangle Park (RTP) NC, Wichita KS, or Boulder CO.


Job Requirements

- Technical knowledge in one or more of the following areas: Storage, Virtualization Technology, Network (SAN/NAS), Container Technology, Cloud Computing

- Excellent written, verbal, and interpersonal communication skills, in order to work successfully with customers and cross functional teams 
- Ability to deal with a large number of customers at once.
- Ability to professionally handle conflicts and customer expectations.
- Ability to prioritize and effectively handle time-management.
- 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.


Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

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. 

If the Company determines this role will be performed in Colorado, the starting salary for this position is [[approximately $114,000]]. This role could be eligible for comprehensive benefits including: Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), Company bonus, and Employee stock purchase plan *. Final compensation will be dependent on various factors such as location, qualifications, certifications, relevant work experience and other factors, consistent with applicable law.

In accordance with NetApp’s Policy, all U.S. employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions and reasonable accommodation must be established.

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Account Manager, Cloud, Virtualization, Manager, Sales, Technology, Management