Support Account Manager (m/f/d)

Jobinhalt

Job Summary

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 combine your strong customer relationship and crisis management skills with your technical competences to deliver the highest level of support service to Enterprise customers, with the aim to maximize value realization of their NetApp solution and minimize disruption to the customer’s operations.

As the trusted advisor of the customer and in partnership with the Account Team, you actively drive pre-emptive and preventative recommendations, which are tailored to the customer’s business needs and installed base built on NetApp’s industry-leading Active IQ technology.

In close collaboration with other parts of NetApp Support, you oversee an optimal delivery of support activities for the customer and provide an effective crisis management and communication in case of disruptions.

Your role is critical to NetApp’s continued success, as you help deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.

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

Personalized Service:
Understand the customers’ goals and support them to be successful
Provides informed strategic planning, product support best practices and upgrade advice
Understands the customers’ environment and apply NetApp knowledge to improve the overall support experience
Conducts regular operational service reviews and provides customer-tailored best practice recommendations

Centralized Support Management
Strategically positioned to review and oversee all assigned customers’ NetApp support activities, enabling maximum efficiency while minimizing risk
During any critical events, facilitates issue resolution and ensures effective communication toward the customer, from administrators up to high-level management.

Customized Proactive Care
Through a combination of expertise, analytics, tools, and a deep understanding of customers’ operating environment, consult and provide deliverables aimed at mitigating risks and ensuring stability of the NetApp solution.
Influence customers to adopt best practices by regular tracking of preventative re-mediation actions derived from recommendations.
Educate the customer, as required, about the various tools available on the NetApp Support page and help deepen their understanding of NetApp solutions.
Job Requirements
Excellent written and verbal communication skills in German and English are mandatory.
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 & Interaction:
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 & Experience:
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 Support role is desired.
NetApp and/or Cloud certifications are a plus.
The ability and willingness to achieve certification with NetApp and major cloud providers.