NetApp Support Account Manager 

India, Karnataka, Bengaluru 

193013555

The SAM Technical Analysts work with NetApp customers and Account/Sales Teams, by providing expertise in the following areas:

• Responsible for generating, analyzing, and reporting customer data from various enterprise sources.
• Provide informed strategic planning, storage support best practices and upgrade advice.
• Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
• Maintain customer install base information in NetApp system of record up to date.
• As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations.
• Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
• The SAM Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations.
• Identify opportunities to improve and enhance technical analysis and representation of customer recommendations.
• Manage special projects as assigned by management to meet customer and cross-functional team needs.

• Excellent written and verbal communication skills
• Work hour requirements dependent on customer time zone alignment.
• Strong Microsoft Office skills (Excel, PowerPoint)
• 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. NCDA certification or ability to obtain a plus.
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
• Understand technical risks and supportability parameters.
• Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings under the guidance of the lead SAM.
• 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 area of specialization

• Excellent written and verbal communication skills
• Work hour requirements dependent on customer time zone alignment.
• Strong Microsoft Office skills (Excel, PowerPoint)
• 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. NCDA certification or ability to obtain a plus.
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
• Understand technical risks and supportability parameters.
• Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings under the guidance of the lead SAM.
• 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 area of specialization

• 3-5 years of relevant experience is preferred.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.
• Prior experience in a Support role, preferably with a customer success background would be desired.

Typically requires a minimum of 2 years of related experience.