Support Account Manager

Job content

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

Job Summary

The Support Account Manager plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role!

As a Support Account Manager, you will utilize your technical competencies, communication, and escalation management skills to provide the highest level of Personalized, Proactive, Preventative and Reactive Enterprise-Class support services in local languages. The Support Account Manager role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and in helping to increase sales, by coordinating support activities for the account.

Essential Functions

Support Account Managers work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas:

• Personalized Service:
• Centralized Support Management
• Customized Proactive Care
  
  

Job Requirements

• Excellent written and verbal communication skills in German and English are mandatory. Any other languages are highly welcome!
• The 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.
• Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross functional teams, influence behavior and drive actions.
• Escalation management experience is key, and the ability to professionally handle conflicts and to effectively manage customer expectations.
• Ability to integrate diverse perspectives in critical situations to aid issue resolution.
• Ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management.
• Highly organized and capable of handling multiple tasks following all tasks through to completion.
• Ability to deal with a larger number of customers at once.
• Technical understanding in Storage and/or Virtualization and/or Network Technology, and the ability to quickly acquire technical knowledge.
• Knowledge of Hyperscalers and Cloud Certification are a plus.
• Strong aptitude for learning new technologies and processes, and an understanding of how to apply these in a customer facing environment.
• Good knowledge of modern telecommunication tools to provide remote services and support.
  
  

Responsibility

• The types of tasks you are responsible for, are a mix of structured and unstructured tasks.
• Apply attained experiences and knowledge in facing a variety of challenges.
  
  

Interaction

• Engage with all levels of staff within associated business functions.
• Interact primarily with customer staff, from administrator up to senior management level.
  
  

Education

• Typically requires a minimum of 5 years of related experience with a bachelor’s degree; or 3 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 technical Customer Success role is desired.
• NetApp and/or Cloud certifications are a plus.
• The ability and willingness to achieve certification with NetApp and major cloud providers.
  
  

Why NetApp

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.