Title:  Support Account Manager (m/f/d)


Kirchheim bei Munchen, DE, 85551 Vienna, VA, US, 22182

Requisition ID:  74465

Job Summary

As a Support Account Manager, you combine your strong customer relationship and crisis management skills with your technical competences to deliver the highest level of support service to Enterprise customers, with the aim to maximize value realization of their NetApp solution and minimize disruption to the customer’s operations.

In close collaboration with other parts of NetApp Support, you oversee an optimal delivery of support activities for the customer and provide an effective crisis management and communication in case of disruptions.

As the trusted advisor of the customer and in partnership with the account team, you actively drive pre-emptive and preventative recommendations, which are tailored to the customer’s business needs and installed base built on NetApp’s industry-leading Active IQ technology.

Your role is critical to NetApp’s continued success, as you help deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.

Job Requirements

  • Excellent written and verbal communication skills in English and German are mandatory.
  • The ability to communicate clearly, both written and verbal, with customers and Sales, and act as a professional representative of the NetApp Support Organization.
  • Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross functional teams, influence behavior and drive actions.
  • Escalation/problem management experience is key, and the ability to professionally handle conflicts and to effectively manage customer expectations.
  • Ability to integrate diverse perspectives in critical situations to aid issue resolution.
  • Ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management.
  • Highly organized and capable of multi-tasking and follow all tasks through to completion.
  • Ability to deal with a larger number of customers at once.
  • Good technical knowledge in Storage and/or Virtualization Technology, and the ability to quickly acquire technical knowledge.
  • Strong aptitude for learning new technologies and processes, and an understanding of how to apply these in a customer facing environment.
  • The ability to advertise and present compellingly SAM services in the sales district and at new customers.
  • Good knowledge of modern telecommunication tools to provide remote services and support.

Responsibility & Interaction


  • The types of tasks this individual is responsible for are a mix of structured and unstructured tasks.
  • This individual will apply attained experiences and knowledge in solving a variety of problems.


  • Can engage with all levels of staff within associated business functions.
  • Interacts primarily with customer staff up to senior management level within a function, and with the technical team on assignment and in escalation situations.


Typically requires a Bachelor or Master of Science Degree in Engineering (ie. Computer Engineering, Commercial Information Technology, Project Management), or related field experience.

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