Support Account Manager Jobs

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) for this specific role will be supporting a large global financial customer. The SAM manages internal and customer relationships and be the point of contact between the sales team, customer, and the SAM team for post-sales support. The SAM plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

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

* Candidates must be located near the Research Triangle Park (RTP) NC campus.*

Job Requirements

• Must have problem solving skills to drive case and escalation management from beginning to resolution
• Mastery of escalation management through full management spectrum at customer and internal. Collaborating and interacting with CCT and CAP level teams, EPS and Engineering.
• Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
• Technical knowledge of NetApp ONTAP, FAS/AFF, StorageGRID, and SolidFire/HCI platforms
• Strong understanding data storage and networking
• Sufficient technical skills to obtain NCTA certification
• Must have proven leadership experience and success supporting a large financial customer
• Able to build a communications plan, aligned to the customer’s key technical solutions, influencing customer behavior over a stretched period of time (1-2 years), aligned to NetApp’s product technology strategy.
• Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross functional teams
• Able to influence and drive actions with customers (influence & negotiate)
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - visits to the customer’s domestic sites as required
• Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience

Education

Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 5-7 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.

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?

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 off program is best in class, offering employees 40 hours of paid time off 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. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.

USA Residents Only:

The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is 148,000 – 164,000. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), sick time, leave of absence as per the FMLA and other relevant leave laws, Company bonus/commission, employee stock purchase plan, and/or restricted stocks (RSU’s).