Enterprise Support Specialist

1 week ago

Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Summary

The Enterprise Support Specialist is responsible for delivering high-quality support services to designated clients or groups of clients. This technical, customer-centric role requires strong communication and escalation management skills to provide personalized, proactive, preventative, and reactive enterprise-class support services in local languages.

Key Responsibilities

  • Collaborate with NetApp customers and designated Account/Sales Teams to provide expertise in areas such as personalized service, centralized support management, and customized proactive care.
  • Act as a leader for team projects or initiatives, setting an example for other team members related to technical expertise and customer advocacy.
  • Mentor peers, assist with the delivery of team training, and facilitate internal process problem resolution.
  • Develop and maintain strong relationships with customers, Sales, and Support Center teams to drive business growth and customer satisfaction.

Requirements

  • Excellent written and verbal communication skills in English are mandatory. Proficiency in any other languages is highly welcome.
  • Ability to communicate clearly, both written and verbal, with customers, Sales, and Support Center, and act as a professional representative of the NetApp Global Support Organization.
  • Extensive account management experience is required, with the ability to manage all post-sales issues on a large, demanding global account.
  • Experience in escalation management and the ability to handle conflicts professionally and effectively manage customer expectations.
  • Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.

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 applicable education/training/certifications and relevant years of professional work experience.
  • Work experience in a demanding technical Customer Success role.
  • NetApp and/or Cloud certifications.

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