NetApp Director APAC Support Account Management SAM 

Singapore, Singapore 

142238178

Essential Function
• Achievement of key performance indicators including in-quarter renewal rates, net retention rate improvement, discount levels, reduced asset aging through technology refresh, expansion to public cloud offers, etc.
• Design, develop and implement operating policies that ensure effective achievement of objectives.
• Implement, improve, and standardize key processes to ensure a consistent and reliable journey for customers of the CSM & SAM Service.
• Analysis of operational metrics and continuously drive processes that will improve the customer experience.
• Define and implement strategies to improve customer experience through globally consistent delivery.
• Work collaboratively with leadership to establish strategic plans and objectives.
• Participate in corporate development of methods, techniques and evaluation criteria for projects, programs and people within your area of responsibility.
• Utilize previously acquired technical, project management, and people management experience to actively lead strategic regional and global projects.
• Control of planning, staffing, budgeting, and forecasting for the GEO.
• Grow the leadership capability in the org through hiring and mentorship. Develop and implement strategies that create a learning environment. Attract and retain top performers, reduce ramp time, and scale the team.
• Oversee post sales customer escalations
• Drive the SAM team to achieve technical excellence in the delivery of the service

• Customer centric philosophy and understanding of the challenges in providing a world-class customer experience
• Building robust and collaborative relationships with team members, fostering a productive teamwork environment, guiding teams to generate a vision, leveraging diverse views, and helping to develop and grow team members throughout the course of every engagement
• Proven track record as a leader of inside sales, field sales, sales engineering, and/or customer success teams with a track record of exceeding assigned quotas and key performance indicators in contiguous, multiple years
• Ability to develop successful relationships with external customers, understand their business cases and/or journey maps, and raise their propensity to invest in the NetApp portfolio
• Proven track record of driving sales and operational transformation to adapt to changing business climates including influencing go-to-market strategies, team enablement, and organizational change management
• Demonstrated experience working with a distributed go-to-market team of sales, operations, channel/partner, systems/sales engineering, professional services, customer support, and IT teams to deliver results
• Experience developing budgets, forecasting costs, and making P&L investment tradeoffs to drive business outcomes, both OPEX and COGS
• Demonstrated experience working with cross-functional organizations with a special focus on support related verticals
• Sales tools savvy, familiar with the latest sales tools and how to optimize their usage to maximize sales productivity
• Strong relationship-building and negotiating skills
• Strong verbal and written communications skills, including presentation skills
• Ability to work effectively in a dynamic and changing environment, while taking the initiative, staying organized and motivated, and maintaining excellent follow-up, is required
• Strong technical aptitude to transfer technical issues to business issues

• 7+ years of related experience required- in Support Services, Technical Account management/ Support account management
• 5+ years of tech sales experience required, HW/ SW support sales and renewal experience preferred
• Bachelor’s Degree (BA/BS) from a four-year college or university or equivalent experience is required. A Master of Science Degree in Computer Science or an MBA is desirable