ID: 101344.
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 NetApp solution and minimize disruption to the customers operations.
In close collaboration with other parts of NetApp 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 NetApps 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 NetApps products to your customer administrators. Your role is critical to NetApps continued success as you help deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.
Requirements: 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
Able to participate and contribute in cross-functional teams and subject matter expert teams
Able to participate/contribute to initiatives and training to develop an areas of specialization
Have an understanding of storage market developments, storage service gaps, suggest changes to close the gaps. Understand basics of NetApp finances. Able to identify sales priorities
Frequent visits to the customers domestic sites as required
The highest level of government security clearance or the capability to obtain this within a reasonable time (<12 months)
Responsibility and Interaction:
SAM Responsibility.
The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems.
SAM Interaction
Engages with all levels of staff within associated business functions.
Interacts primarily with Staff to Director level employees within the function, and the technical team on assignment and in escalation situations.
Education:
- 5-8 years of relevant experience is preferred. Prior experience as a Support Account Manager, Service Account Manager, Escalations Engineer, Technical Account Manager, Support Engineer, Escalation Manager, Professional Services Engineer, Storage Administrator and/or a Project Manager is desired.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or the equivalent work experience or a degree in a related field is required.
המשרה מיועדת לנשים ולגברים כאחד.