NetApp Support Account Manager 

Taiwan, Taichung 

557440951

As a Support Account Manager on our customer success team, your responsibilities include:

• working with NetApp customers and designated Account/Sales Teams
• providing expertise in the following areas:
• Personalized Service
• Centralized Support Management
• Customized Proactive Care

• Excellent written and verbal communication skills in Mandarin Chinese and English are mandatory. Proficiency in any other languages is highly welcome!
• 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.
• Experience in escalation management and the ability to handle conflicts professionally and 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.
• Good technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
• Frequent visits to the customer’s domestic sites as required.
• Ability to plan and coach new hires from scratch to fully up to speed and act as mentor to other junior members of the team.
• Participate, contribute and influence cross-functional and SME teams. Ability to influence other organizations/teams at Geo level.
• Ability to advertise, promote, present and position SAM Services in sales districts, with partners and potential customers.

• Typically requires a minimum of 8-12 years of related experience with a bachelor's degree; or 5 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.