Support Account Manager

Job Summary

As aSupport Account Manager (SAM)at NetApp youll combine technical expertise and customer success skills to deliver exceptional customer experiences and maximize the value of NetApp solutions. Youll act as a trusted advisor guiding customers to achieve their business goals through smooth onboarding proactive technical engagement and strategic consultation.

Key Responsibilities:

• Customer Consultation: Advise customers on NetApp solutions recommend training and align technical strategies with business goals.
• Relationship Building: Build strong connections with key technical stakeholders (e.g. VP Infrastructure Storage Admins).
• Onboarding & Adoption: Facilitate smooth onboarding adoption and co-create success plans tailored to customer needs.
• Technical Health Checks: Conduct health assessments address challenges and manage escalations effectively.
• Proactive Engagement: Leverage data insights to monitor usage mitigate risks and maximize solution value.
• Asset & Renewal Management: Optimize customer environments support renewals and identify opportunities for expansion.
• Best Practices & Collaboration: Share best practices contribute to strategic initiatives and collaborate with cross-functional teams (Sales Support Technical Teams).

Job Requirements

Bachelors degree or equivalent with 5-7 years of B2B customer-facing experience including roles

Technical proficiency in NetApp products and or enterprise IT. Technical storage domain Knowledge a plus with the ability to understand customer needs and leverage product capabilities or internal resources to meet those needs

Proven ability to build and maintain strategic technical relationships with customers

Excellent communication skills and emotional intelligence (EQ) to address complex technical challenges and build trust with customers

Demonstrated success in fast-paced and dynamic environments capable of handling multiple high-priority tasks and adapting to changing requirements

Expertise in data analysis providing actionable technical insights and making strategic recommendations

Proficiency in MS Office required; experience with Gainsight Salesforce and technical tools relevant to the role is a plus

Capable of working independently and collaboratively with global internal and external teams

Familiarity with project management methodologies and tools is a plus.