Support Account Manager
3 days ago
Job Title: Support Account Manager
Job Summary:
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 planning and overseeing enterprise-level support activities.
Key Responsibilities:
- Collaborate with NetApp customers and designated Account/Sales Teams to provide expert support services.
- Utilize technical skills, communication, and escalation management skills to deliver personalized, proactive, preventative, and reactive support services.
- Work closely with the Sales Account Team to further the NetApp partner relationship and increase sales by coordinating support activities for the account.
Requirements:
- Excellent written and verbal communication skills in English are mandatory. Proficiency in any other languages is highly welcome.
- Ability to communicate clearly 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.
- 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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