Support Account Manager - Active TSSCI with Full Scope Poly 128645
Support Account Manager - Active TSSCI with Full Scope Poly 128645
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$ 105000 - 150000
1 Vacancy
Job Description
Job Summary
The Support Account Manager (SAM) plans and oversees enterpriselevel technical support and service activities for company products and services for a designated client or group of clients requiring a US Citizen on US soil with a currently active TS/SCI with Full Polygraph security clearance.
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 technical customercentric position with our support delivery organization; this is not a sales role.
This is a hybrid role and therefore the opportunity is located in the Maryland/DC area.
Job Requirements
Proven ability to manage complex highpressure situations staying focused on the right priority and effectively handle timemanagement
Indepth technical knowledge in Storage and/or Virtualization Technology. Sufficient technical skills to obtain and maintain NCTA/NCTSP certification.
Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customerfacing environment
Understand system risks and supportability profiles to be able to articulate to customer
Must possess ownership mentality in building internal/external relationships driving actions and ensuring the best customer experience
Able to influence and drive actions with customers (influence negotiate) and 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 Engineering Product Support
Able to work as a buddy for new hires coach on standard job tasks
Have an understanding of storage market developments andstorage service gaps
Ability to integrate diverse perspectives in critical situations to aid issue resolution
** US Citizenship on US soil is required.
** Active TS/SCI with Full Polygraph security clearance.
Experience/Education
A minimum of 5 years of related experience as outlined above is required.
Active TS/SCI with Full Polygraph security clearance is required.
Sufficient technical skills to obtain and maintain NCTSP certification are required.
Compensation:
The target salary range for this position is $105000 $150000. The salary offered will be determined by the candidates location qualifications experience and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards reflecting a variety of factors and include a comprehensive benefits package. This may cover Health Insurance Life Insurance Retirement or Pension Plans Paid Time Off (PTO) various Leave options PerformanceBased Incentives employee stock purchase plan and/or restricted stocks (RSUs) with all offerings subject to regional variations and governed by local laws regulations and company policies. Benefits may vary by country and region and further details will be provided as part of the recruitment process.
Required Experience:
Manager
Employment Type
Full-Time
