Required Support Account Manager
Job ID: 125803-en_US
Job summary:
The Support Account Manager (SAM) combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers, with the aim to realize the maximum value of their solution and minimize disruption to the customers operations.
In close collaboration with other parts of our support, the SAM oversees an optimal delivery of support activities for the customer and provides an effective crisis management and communication in case of disruptions.
As trusted advisor of the customer and in partnership with the account team, the SAM actively drives pre-emptive and preventative recommendations which are tailored to the customers business needs and technical environment, built on our AutoSupport technology.
Working primarily on-site with customers in secure sites, you actively assist with troubleshooting technical support issues and with the transfer of knowledge about the administration of our products to your customer administrators. Your role is critical to our continued success as you help deepen the relationship with the customer, build their trust in our solutions and increase their loyalty
The SAMs work with our customers and designated Account/Sales Teams, by providing expertise in the following areas:
1. Personalized Service (Approximately 33% of time)
-Provide informed strategic planning, storage support best practices and upgrade advice.
-Understands the customers' environment and apply our knowledge to improve the overall support experience.
-Conduct regular operational service reviews and provide customer-tailored best practice recommendations
2. Centralized Support Management (Approximately 33% of time)
-The SAM is strategically positioned to review and oversee all of assigned customers support activities, enabling maximum efficiency while minimizing risk
-During any critical events, the SAM facilitates issue resolution and ensures effective communication, from customer storage administrators to high level management
3. Customized Proactive Care (Approximately 33% of time)
-Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the Solution.
- The SAM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
- The SAM educates the customer, as required, about the various tools available on the Support Site and helps deepen their understanding of our products.
דרישות:
5-8 years of relevant experience. Prior experience as a Support Account Manager, Service Account Manager, Escalations Engineer, Technical Account Manager, Support Engineer, Professional Services Engineer, Storage Administrator and/or a Project Manager is desired
Excellent written and verbal communication skills
Ability to integrate diverse perspectives in critical situations to aid issue resolution.
Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.
Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
Understand ARS risks and SP parameters and able to articulate meaning to customer
Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings
Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
Able to work as buddy for new hires, coach on standard job tasks.#E המשרה מיועדת לנשים ולגברים כאחד.