Support Account Manager

**If you run toward knowledge and problem-solving, join us**:
In a world of cloud complexity, NetApp simplifies. Our customers are looking for a more unified and secure multicloud experience, and we provide the services, infrastructure and expertise they need to achieve it.

If you want to have a real impact, NetApp is the place for you. You'll make a difference—while still maintaining a healthy work-life balance. Who are we? Forward-thinking technology people with a heart. Join us.

**Support Account Manager**:
Canberra, Australian Capital Territory, Australia

**Job category**: Customer Support

**Job ID**: 125544-en_US

**About NetApp**

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

**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.

Essential Functions:

- Centralized Support Management: The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk
- Customized Proactive Care: 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.

**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.

**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.

Did you know

**Why NetApp?**

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time o