Support Account Manager

4 weeks ago


Melbourne, Victoria, Australia NetApp Full time

Job Title: Support Account Manager

The Support Account Manager plays a critical role in delivering exceptional support services to our clients, ensuring their success with our products and services. This is a technical, customer-centric opportunity within our Support organization, focusing on providing personalized, proactive, preventative, and reactive enterprise-class support services in local languages.

Key Responsibilities:

  • Collaborate with NetApp customers and designated Account/Sales Teams to provide expertise in Personalized Service, Centralized Support Management, and Customized Proactive Care.
  • Communicate effectively with customers, Sales, and Support Center, representing the NetApp Global Support Organization professionally.
  • Manage complex, high-pressure situations, staying focused on priorities and effectively handling time management.
  • Integrate diverse perspectives to aid issue resolution and drive actions.

Requirements:

  • Excellent written and verbal communication skills in English are mandatory. Proficiency in any other languages is highly welcome.
  • Ability to communicate clearly, both written and verbal, with customers, Sales, and Support Center.
  • Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross-functional teams.
  • Experience in escalation management and the ability to handle conflicts professionally.
  • Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
  • 5+ years of applicable experience in post-sales management.

Education & Experience:

  • Typically requires a minimum of 5 years of related experience with a bachelor's degree; or 3 years and a master's degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.
  • Work experience in a technical Customer Success role is desired.
  • NetApp and/or Cloud certifications are a plus.
  • A level of government security clearance or the capability to obtain this within a reasonable time (


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