Support Account Manager

Job Summary

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 customer’s 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 customer’s business needs and technical environment, built on NetApp’s AutoSupport technology. The SAM role is critical to NetApp’s continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.

**Essential Functions**:
The SAM’s work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas:
1. Personalized Service (Approximately 33% of time)
- Provide informed strategic planning, storage support best practices and upgrade advice.
- 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' NetApp 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 NetApp Solution.
- The SAM influences customers to follow best-practices by regular tracking of preventative remediation actions derived from recommendations
- The SAM educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products.

SAM Level 4 typically will focus in Global Enterprise Customers & Select Enterprise Accounts.

Job Requirements
- Excellent written and verbal communication skills
- Proven ability to professionally handle conflict and to effectively manage customer expectations
- 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
- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
- In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge
- Possesses at least one advanced specialization in technical skill area or communication/ interaction skills. Able to actively contribute to innovations
- Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context.
- Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN)
- Frequent visits to the customer’s domestic sites as required
- Able to influence and drive actions on both short and mid-term time scale. Able to influence and leverage account teams for driving change at customer
- Able to plan and coach new hires from scratch to fully up to speed. Able to act as mentor and continuously coach on the SAM 3 job
- Participate, contribute and influence cross-functional and SME teams. Able to influence other organizations/teams at Geo level
- Understanding how to position SAM services and added-value services in the right business context. Able to articulate SAM added value to customers and sales.

**Responsibility and Interaction**:
SAM Responsibility

SAM Interaction
Engages with all levels of staff within associated business functions
Interacts primarily with Staff to VP Level employees within the account, and the technical team on assignment and in escalation situations

Education
- 8-12 years of relevant experience required. Prior experience in a Support role preferred.
- NCDA certification preferred
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.