Job Description

About NetAppWe'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?"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEOJob SummarySupport Account Manager: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.Job Requirements- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
- In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand ARS risks and SP parameters and able to articulate meaning to customer
- Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings
- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
- Able to work as buddy for new hires, coach on standard job tasks
- Able to participate and contribute in cross-functional teams and subject matter expert teams
- Able to participate/contribute to initiatives and training to develop an areas of specialization
- Have an understanding of storage market developments and storage service gaps
- Ability to integrate diverse perspectives in critical situations to aid issue resolutionEducationTypically requires a minimum of 5-8 years of related experience with a Bachelor's degree in Computer Science, Electrical Engineering, or related field; or 3--5 years and a Master's degree; or equivalent combination of relevant education/training and applicable professional work experience.Did you know
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.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.

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