Support Account Manager

4 weeks ago

Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Title: Support Account Manager

Job Summary:

The Support Account Manager plays a critical role in delivering exceptional customer experiences by providing personalized, proactive, and reactive support services to enterprise clients. This technical, customer-centric opportunity requires strong communication and escalation management skills to resolve complex issues and drive customer satisfaction.

Key Responsibilities:

  • Collaborate with NetApp customers and designated Account/Sales Teams to deliver tailored support solutions.
  • Provide expertise in Personalized Service, Centralized Support Management, and Customized Proactive Care.
  • Act as a leader for team projects or initiatives, setting an example for technical expertise and customer advocacy.
  • Mentor peers, assist with team training, and facilitate internal process problem resolution.
  • Manage large, demanding global accounts, engaging at executive level within the customer.

Requirements:

  • Excellent written and verbal communication skills in English, with proficiency in other languages highly welcome.
  • Ability to communicate clearly with customers, Sales, and Support Center, representing NetApp professionally.
  • Extensive account management experience, with the ability to manage post-sales issues on a global scale.
  • Experience in escalation management, conflict resolution, and customer expectation management.
  • Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
  • NetApp NCDA certification (or equivalent) is required.

Education:

  • Typically requires a minimum of 10 years of related experience with a bachelor's degree; or 5 years and a master's degree; or equivalent combination of education/training/certifications and relevant years of professional work experience.
  • Work experience in a demanding technical Customer Success role.
  • NetApp and/or Cloud certifications.

NetApp is an equal opportunities employer.

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