Support Account Manager

Job Summary

The Support Account Manager (SAM) manages relationships and grows business with a large, highly visible key external customers. Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role.

Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions and services. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before.

To support our customers global business, we provide highly responsive support in local languages, and we work with our customers to solve their problems and help achieve their business goals. As a Support Account Manager, you will utilize your technical competencies, communication, and escalation management skills to provide the highest level of Personalized, Proactive, Preventative and Reactive Enterprise-Class support services. You will build a partner relationship with the customer to better serve their business needs, as well as react quickly and revise approach when business needs change.

The Support Account Manager role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and in helping to increase sales, by coordinating support activities for the account. Working very closely in collaboration with members of the Sales Account Team and customer contacts, you will become intimately acquainted with the customer business requirements, technical needs, solutions, environment, and service history.

Support Account Managers work with NetApp customers, assigned Sales Account Teams and NetApp Support Centers by providing expertise in the following areas:

1.Personalized Service

2.Technical / Product Expertise

3.Centralized support management

4.Customized Proactive Care

• This is a customer-centric role in our Customer Success organization, not a Sales opportunity. *

• Qualified candidates have current or prior NetApp experience and are located near our Wichita, KS or Research Triangle Park (RTP), NC campus.

Job Requirements

• Technical knowledge in one or more of the following areas: Storage, Virtualization Technology, Network (SAN/NAS), Container Technology, Cloud Computing

• Excellent written, verbal, and interpersonal communication skills are ESSENTIAL, to operate successfully on an account with a high level of visibility.

• Ability to professionally handle conflicts and customer expectations.

• Ability to prioritize and effectively handle time-management.

• Ability to lead complex technical planning initiatives integrating a broad product portfolio.

• Strong aptitude for learning new technologies and understanding how to use them in a customer facing environment. Knowledge of modern telecommunication tools to provide remote services and support.

• At this level, the Support Account Manager is able to act as a lead and mentor for more junior SAMs.

Education

A minimum of 8+ years of relevant experience is required.

Current or prior NetApp experience

Compensation

The base salary range for this position is $133,000 - $163,000 and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package.

This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Did you know…

Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified.

We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations.

We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.