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Support Account Manager

2 months 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 for NetApp's enterprise clients. This technical, customer-centric position requires a unique blend of technical skills, communication expertise, and escalation management abilities. As a Support Account Manager, you will be responsible for planning and overseeing support activities for designated clients, ensuring seamless execution and proactive issue resolution.

Key Responsibilities:

  • Collaborate with NetApp customers and Account/Sales Teams to provide personalized support services.
  • Utilize technical 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 technical expertise and customer advocacy.
  • Mentor peers, assist with team training, and facilitate internal process problem resolution.
  • Develop and maintain strong relationships with clients, driving customer satisfaction and loyalty.

Requirements:

  • Excellent written and verbal communication skills in English, with proficiency in additional languages highly valued.
  • Ability to communicate clearly with customers, Sales, and Support Center teams, representing NetApp professionally.
  • Extensive account management experience, with a focus on managing post-sales issues for large, demanding global accounts.
  • Experience in escalation management, conflict resolution, and customer expectation management.
  • Technical understanding of Storage, Virtualization, and Network Technology, with the ability to quickly acquire new 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 work experience.
  • Work experience in a demanding technical Customer Success role.
  • NetApp and/or Cloud certifications.

NetApp is an equal opportunities employer.