we are looking for a Support Account Manager
1. Personalized Service (Approximately 33% of time)
-Provide informed strategic planning, storage support best practices and upgrade advice.
-Understands the customers' environment and apply 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.
Job ID: 127226-en_US
Requirements: 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
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
Security clearance - a big advantage
This position is open to all candidates.
