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Title:  Support Account Manager



Requisition ID:  33582
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

Support Account Managers work with NetApp customers and designated Account/Sales Teams, by providing
expertise in the following areas:

  • Personalized Service:
    • Provides informed strategic planning, storage support best practices and upgrade advice
    • Understands the customers' environment and apply NetApp knowledge to improve the overall support experience
    • Conducts regular operational service reviews and provides customer-tailored best practice recommendations
  • Centralized Support Managemen
    •  Strategically positioned to review and oversee all assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk
    • During any critical events, facilitates issue resolution and ensures effective communication, from customer storage administrators up to high-level management.
  •  Customized Proactive Care
    • Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
    • Influences customers to adopt best practices by regular tracking of preventative re mediation actions derived from recommendations.
    • Educates the customer, as required, about the various tools available on the NetApp Support Sit and helps deepen their understanding of NetApp solutions.
  • Excellent written and verbal communication skills in German and English 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.
  • 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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