Support Account Manager

3 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 enterprise-class support services to designated clients or groups of clients. This technical, customer-centric opportunity within our Support organization requires strong technical skills, 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 provide expert support and guidance.
  • Develop and implement customized support plans to meet the unique needs of each client.
  • 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 all post-sales issues on large, demanding global accounts, engaging at executive level within the customer.

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.
  • Extensive account management experience is required, with the ability to manage complex global accounts and engage at executive level.
  • Experience in escalation management and conflict resolution, with the ability to handle high-stress situations and complex problems.
  • 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 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.

NetApp is an equal opportunities employer.

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