NetApp Support Account Manager 

United Kingdom, Scotland 

846187132

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
• acting as a leader for team projects or initiatives.
• setting an example for other team members related to technical expertise and customer advocacy.
• mentoring peers, assisting with the delivery of team training and facilitating internal process problem resolution.
• as a senior SAM you will usually be dedicated to a single global account or responsible for a small number of large enterprise customers.

• Excellent written and verbal communication skills in 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.
• Extensive account management experience is required. The ability to manage all post-sales issues on a large, demanding global account is essential, as is the ability to engage at executive level within the customer.
• 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.
• Demonstrated excellent customer service experience working with large customers in high stress situations on complex problems.
• Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
• NetApp NCDA certification (or equivalent) is required.
• Knowledge of Hyperscalers and Cloud.

• Typically requires a minimum of 10 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 demanding technical Customer Success role.
• NetApp and/or Cloud certifications.
• A level of government security clearance or the capability to obtain this within a reasonable time (<12 months) is a plus.