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Title:  Critical Case Manager

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  26551

Job Summary

The Critical Case Manager (CCM) is responsible for owning case related customer escalations and driving them to expeditious resolution. This individual contributor position requires a strong leader able to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-functional coordination.

A major component of the role will be the facilitation, coordination and communication of remote technical support center resources with field support services for Enterprise class customers. The CCM will also be responsible for owning the communication to Executive level leadership (both internal and external), Sales and other key stakeholders.

The CCM will be responsible for root cause analysis and disposition of customer issues to ensure centralized tracking and reporting. The CCM will be also be responsible for identifying issues that require increased levels of escalation within NetApp to teams such as the Critical Accounts Program (CAP) and Engineering Product Support (EPS). The CCM may also represent the Escalation Desk in Quarterly Business Reviews and other continuous improvement initiatives.

CCM’s will have additional responsibilities to periodically serve as a Duty Manager (DM) to provide direction to the support teams responsible for direct customer support. In the Duty Manager capacity the CCM will play an important role as the bridge between the Technical Support Engineers and Technical Support Manager for daily support operations.

The CCM role involves working individually and as part of a team committed to providing the highest level of Support to our Customers. 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. Must have a strong customer service orientation, a technology background, and great interpersonal skills to work with important customers in high pressure, time-sensitive situations where customer satisfaction is the ultimate goal.

Job Requirements

• Experience in escalation management and conflict resolutions.
• Strong ability to listen to and understand customer frustration points and translate them into positive outcomes.
• Team oriented with the goal of collaboration on the customers behalf.
• Experience in the storage industry is desirable, with extensive experience in field or technical support.
• Strong organization skills with ability to multi-task in high stress situations
• Exceptional written and verbal communications skills.
• Requires flexible hours, and ability to handle high stress customer situations.

This individual should have experience with:
• Support account management experience preferably with Enterprise customers.
• Risk assessment and mitigation planning.
• Customer support and working with customers in high stress situations on complex problems.
• Process and methodology to solve broad issues that are complex in scope.
• Escalation Management and associated escalation support processes.
• Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including Executives.

This individual should have a working knowledge of:
• NAS and/or SAN storage and surrounding infrastructure
• Network architectures including the roles of routers, switches and protocols
• Microsoft Enterprise operating systems and applications
• NetApp applications software
• RAID and storage systems
• UNIX/LINUX/AIX/HP-UX configuration and administration
• Data ONTAP operating system and NetApp clustering
• Virtualization technologies

Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server are desired.

Education

- A minimum of 8 years of experience as an individual contributor and a minimum of 4 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required.
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.
- Demonstrated ability to manage multiple, critical projects is required.


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