Support Account Manager

About NetApp We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea? "At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO Job Summary **Account Services Manager**: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Job Requirements - Excellent written and verbal communication skills - Proven ability to professionally handle conflict and to effectively manage customer expectations - Ability to integrate diverse perspectives in critical situations to aid issue resolution. - Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management - Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS - In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge - Possesses at least one advanced specialization in technical skill area or communication/ interaction skills. Able to actively contribute to innovations - Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context. - Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN - Frequent visits to the customer’s domestic sites as required - Able to influence and drive actions on both short and mid-term time scale. Education IC - Typically requires a minimum of 5 years of related experience.Mgr & Exec - Typically requires a minimum of 3 years of related experience. Did you know Why NetApp? In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.