Technical Support Manager

3 weeks ago

North Sydney Council, Australia NetApp Full time

Job Overview

The Support Account Manager role at NetApp is a critical component of our customer success team. This position is responsible for planning and overseeing enterprise-level support and service activities for company products and services for a designated client or group of clients.

Key Responsibilities

  • Collaborate with NetApp customers and designated Account/Sales Teams to provide expert support and guidance.
  • Develop and implement customized support strategies to meet the unique needs of each client.
  • Utilize technical skills, communication, and escalation management skills to provide high-level support services in local languages.
  • Work closely with internal teams to ensure seamless support delivery and continuous improvement.
  • Monitor and analyze support metrics to identify trends and areas for improvement.

Requirements

  • Excellent written and verbal communication skills in English are mandatory. Proficiency in any other languages is highly welcome.
  • Ability to communicate clearly and effectively with customers, Sales and Support Center, and act as a professional representative of the NetApp Global Support Organization.
  • 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 and effectively manage customer expectations.
  • Ability to integrate diverse perspectives in critical situations to aid issue resolution.
  • Ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time management.
  • 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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