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Enterprise Support Manager

2 mesi fa

Roma, Lazio, Italia Netapp A tempo pieno

Job Summary

The Enterprise Support Manager is responsible for overseeing enterprise-level support and service activities for company products and services for a designated client or group of clients. This is a technical, customer-centric opportunity within our Support organization and not a Sales role.

Key Responsibilities

  • Plan and execute support strategies to ensure high levels of customer satisfaction and loyalty.
  • Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to drive business growth and customer success.
  • Develop and maintain strong relationships with key customers and stakeholders to understand their business needs and provide tailored support solutions.
  • Provide technical expertise and guidance to customers, Sales teams, and internal stakeholders to resolve complex technical issues.
  • Manage and resolve customer complaints and issues in a timely and professional manner.
  • Stay up-to-date with industry trends, competitor activity, and emerging technologies to ensure the company remains competitive and innovative.

Requirements

  • Excellent written and verbal communication skills in Italian and English are mandatory.
  • Proficiency in any other languages is highly welcome.
  • Spanish skills are a plus.
  • 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.
  • Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
  • 5+ years of applicable experience in post-sales management.
  • Education & Experience Typically requires a minimum of 5 years of related experience with a bachelor's degree; or 3 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.