Title:  Support Account Manager

Job Summary

The Support Account Manager (SAM) plans and oversees enterprise-level technical support and service activities for company products and services for a designated client or group of clients, often requiring an individual with a currently active US DoD security clearance of Top Secret and above. This is a technical, customer-centric position within our support delivery organization and is not a sales role. Additionally, this role will be located in either Raleigh/Durham (Research Triangle Park), NC or Wichita, KS. Candidates who currently hold an Active DoD Security Clearance will receive first consideration.

SAM's help to: 

• Ensure quality service and operational performance within the parameters of program and delivery standards
• Develop client relationship and understanding of client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support cost
• Act as single point of client contact to coordinate resolution of service incidents and escalation of technical issues
• Collaborate with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business

Job Requirements

• Proven ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management 
• Technical knowledge in Storage and/or Virtualization Technology. Sufficient technical skills to obtain and maintain NCTA/NCTSP certification. 
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer-facing environment 
• Understand system risks and supportability profiles to be able to articulate to customer 
• Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience 
• Able to influence and drive actions with customers (influence, negotiate), and able to independently prepare and deliver SAM Service Review Meetings 
• Able to independently drive escalations involving higher level support management at NetApp, providing ease of interaction with Engineering Product Support 
• Able to work as a coach and buddy for new hires
• Have an understanding of storage market developments and storage service gaps 
• Ability to integrate diverse perspectives in critical situations to aid issue resolution 

Experience and Education

• A minimum of 5+ years of related experience, as outlined above, is required
• This role requires a US Citizen living on US soil
• Active Security Clearance (Top Secret or higher) is strongly preferred. If one is not already obtained, the ability to obtain one is required
• Sufficient technical skills to obtain and maintain NCTA/NCTSP certification are required