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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, focusing on delivering high-quality support services in local languages. As an Enterprise Support Manager, you will utilize your technical skills, communication, and escalation management skills to provide personalized, proactive, preventative, and reactive enterprise-class support services.

This role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and helping to increase sales by coordinating support activities for the account. Hybrid position travel might occur monthly.

Key Responsibilities
  1. Collaborate with NetApp customers and designated Account/Sales Teams to deliver exceptional support services.
  2. Provide expertise in the following areas:
    1. Personalized Service
    2. Centralized Support Management
    3. Customized Proactive Care
Requirements
  1. Excellent written and verbal communication skills in Italian and English are mandatory. Proficiency in any other languages is highly welcome, with Spanish skills being a plus.
  2. 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.
  3. Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross-functional teams, influence behavior, and drive actions.
  4. Experience in escalation management and the ability to handle conflicts professionally and effectively manage customer expectations.
  5. Ability to integrate diverse perspectives in critical situations to aid issue resolution.
  6. Ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time management.
  7. Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
  8. 5+ years of applicable experience in post-sales management.
Education & Experience
  1. 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.
  2. Work experience in a technical Customer Success role is desired.
  3. NetApp and/or Cloud certifications are a plus.