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Support Account Manager

Company: NetApp
Location: Boulder
Posted on: November 21, 2020

Job Description:

Are you data-driven* We at NetApp believe in the transformative power of data to expand customer touchpoints, to foster greater innovation, and to optimize operations. We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice. We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.



We ve built a Data Fabric for a data-driven world to simplify and integrate data management across the resources that are best for the business. With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.



By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments. Job Summary

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.



* This is a Technical role in our Support organization, not a Sales opportunity. *

* This individual can be located at our Research Triangle Park (RTP) NC, Boulder CO, or Wichita KS campus. * Job 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. Education

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 education/certifications/training and relevant years of experience



So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!



If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it s the right thing to do.



We work hard but also recognize the importance of work-life balance for our employees because what s important to them is important to us! Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.



Join us and see what empowerment can do.





Equal Opportunity Employer Minorities/Women/Vets/Disabled

Equal Opportunity Employer Minorities/Women/Vets/Disabled.

Keywords: NetApp, Boulder , Support Account Manager, Executive , Boulder, Colorado

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