Senior Support Account Professional

7 days ago


Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Summary:

The Support Account Manager is responsible for spearheading enterprise-level support and service activities for NetApp products and services. This technical, customer-centric opportunity involves planning and overseeing support activities for designated clients or groups of clients. As a Support Account Manager, you will leverage your technical expertise, communication, and escalation management skills to provide top-notch support services in local languages, driving customer satisfaction and loyalty. This role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and boosting sales by coordinating support activities for the account.

Key Responsibilities:

  • Collaborate with NetApp customers and designated Account/Sales Teams to deliver exceptional support services.
  • Provide expertise in areas such as Personalized Service, Centralized Support Management, and Customized Proactive Care.
  • Lead team projects or initiatives, setting a technical expertise and customer advocacy example for other team members.
  • Mentor peers, assist with team training, and facilitate internal process problem resolution.
  • Dedicate to a single global account or manage a small number of large enterprise customers.

Requirements:

  • Excellent written and verbal communication skills in English are mandatory. Proficiency in any other languages is highly welcome.
  • Ability to communicate clearly with customers, Sales, and Support Center, and act as a professional representative of the NetApp Global Support Organization.
  • Excellent interpersonal communication and customer service skills to collaborate with customers and cross-functional teams.
  • Extensive account management experience, including managing post-sales issues on a large, demanding global account.
  • Experience in escalation management and conflict resolution, with the ability to handle customer expectations.
  • Ability to integrate diverse perspectives in critical situations to aid issue resolution.
  • Demonstrated excellent customer service experience working with large customers in high-stress situations.
  • 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.
  • Knowledge of Hyperscalers and Cloud.

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.
  • A level of government security clearance or the capability to obtain this within a reasonable time is a plus.

Job Segment: Security Clearance, Account Manager, Virtualization, Manager, Sales, Government, Technology, Management



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