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Support Account Manager

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NetApp

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Bangalore

AI generated summary

  • You must manage high-pressure situations, possess storage/virtualization knowledge, influence customers, drive escalations, coach new hires, and understand market developments and ARS risks.
  • You will manage enterprise support, build client relationships, coordinate issue resolution, ensure service quality, and identify opportunities for enhanced support and cost reduction.

Requirements

  • Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
  • In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.
  • Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
  • Understand ARS risks and SP parameters and able to articulate meaning to customer
  • Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings
  • Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
  • Able to work as buddy for new hires, coach on standard job tasks
  • Able to participate and contribute in cross-functional teams and subject matter expert teams
  • Able to participate/contribute to initiatives and training to develop an areas of specialization
  • Have an understanding of storage market developments and storage service gaps
  • Ability to integrate diverse perspectives in critical situations to aid issue resolution.

Responsibilities

  • Support Account 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.

FAQs

What is the primary role of a Support Account Manager at NetApp?

A Support Account Manager plans and oversees enterprise-level support and service activities for designated clients, ensuring quality service and operational performance while developing client relationships and identifying service needs.

What qualifications are required for this position?

Typically, a minimum of 3-5 years of related experience is required, along with a Bachelor’s degree in Computer Science, Electrical Engineering, or a related field, or an equivalent combination of relevant education/training and professional work experience.

What kind of technical knowledge is expected for this role?

Candidates should have in-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge, along with sufficient technical skills to obtain NCDA certification.

Is prior experience in customer-facing roles necessary?

Yes, a strong aptitude for learning new technologies and processes as well as the ability to apply this knowledge in a customer-facing environment is essential.

Are there opportunities for professional development?

Yes, NetApp supports professional and personal growth through educational assistance and various initiatives aimed at developing areas of specialization.

What is the work environment like?

NetApp fosters a collaborative and diverse work environment where employees are encouraged to ask for help, partner across the organization, and contribute to a culture of belonging.

Does NetApp offer benefits related to work-life balance?

Yes, NetApp offers a best-in-class volunteer time off program, providing employees with 40 hours of paid time off each year to volunteer with organizations of their choice, along with comprehensive health benefits.

What should candidates know about NetApp's commitment to diversity?

NetApp is firmly committed to Equal Employment Opportunity (EEO) and embraces a diverse, inclusive global workforce to foster a higher-performing organization.

How does NetApp support its employees in handling complex situations?

NetApp values the ability to manage complex, high-pressure situations and encourages its employees to stay focused on priorities and effectively handle time management.

Is there a mentorship program for new hires?

Yes, existing employees are expected to serve as buddies for new hires, coaching them on standard job tasks and helping them acclimate to their roles.

Can I apply if I don't meet all the qualifications?

Yes, NetApp encourages all candidates to apply even if they do not meet 100% of the qualifications, as they value diverse perspectives and experiences.

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NetApp

All-flash, no compromise.

Consulting
Industry
10,001+
Employees
1992
Founded Year

Mission & Purpose

NetApp is a multinational company that specialises in providing data management and storage solutions for businesses and organisations. They offer a comprehensive portfolio of products and services designed to help enterprises efficiently store, manage, protect, and analyse their data. NetApp's ultimate mission is to empower organisations to unleash the full potential of their data by providing innovative and reliable storage infrastructure solutions. Their purpose is to enable businesses to transform their data into a strategic asset, driving digital transformation, improving operational efficiency, and fostering innovation. NetApp aims to deliver exceptional value to their customers by ensuring data availability, scalability, and security, ultimately helping businesses thrive in the digital era.

Culture & Values

  • Put the customer at the center

    You don’t become a deeply trusted, indispensable partner without listening to customers, walking in their shoes, and propelling your orbit with a strong point of view.

  • Care for each other and our communities

    Caring for each other and our communities takes large doses of humility and kindness—mixed with building deep, authentic connections and topped with an unwavering commitment to collaboration.

  • Build belonging every day

    By embedding diversity and inclusion into every decision that we make, we open the door to other voices, different perspectives, and most important, our true potential for innovation.

  • Embrace a growth mindset

    We step out of our comfort zone even when it's scary and learn from both our failures and our successes. This keeps us from stepping into the dreaded fixed-mindset quicksand.

  • Think and act like owners

    Showing up with our A game, being accountable, and acting with speed and integrity are the keys to unlocking the sense of ownership that's necessary to create the future.