Support Account Manager

Job Summary

The Support Account Manager (SAM) combines technical expertise with customer success skills to help clients achieve maximum value from NetApp solutions. Acting as a trusted advisor the SAM builds strong relationships drives product adoption and enhancements and works proactively to resolve complex issues and manage escalations.

This role involves independently managing commercial and enterprise accounts advocating for customer needs across the organization and identifying opportunities for growth through renewals upselling and value-added initiatives. The SAM collaborates across teams mentors junior colleagues and develops specialized knowledge in NetApp products and services to deliver tailored recommendations leveraging strong account management skills business acumen and the ability to influence senior stakeholders.

Specific Responsibilities

• Manage multiple commercial or enterprise customer accounts independently.
• Serve as the primary point of contact including communication with Director-level stakeholders.
• De-escalate challenging situations and resolve complex customer inquiries/issues.
• Act as the voice of the customer within NetApp advocating for their needs in product development.
• Prepare and deliver IB Review meetings customizing recommendations to customer requirements.
• Identify upsell opportunities and drive customer success initiatives.
• Recommend actions related to capacity management storage add-ons cluster expansion and data workload migrations.
• Manage lifecycle activities such as tech refresh renewals and modernization.
• Coordinate with Technical Specialists for complex assessments and solutions.
• Influence cross-functional collaboration for renewals modernization and cross-sell/upsell activities.

Qualifications

• Bachelors degree or equivalent experience with 35 years in customer-facing technical roles (e.g. Customer Success Sales Engineering Technical Support).
• Strong communication and relationship-building skills with the ability to engage confidently at Director and executive levels.
• Ability to manage multiple accounts priorities and complex customer inquiries in dynamic environments.
• Skilled in escalation management conflict resolution and providing strategic recommendations based on data analysis.
• Solid technical proficiency in NetApp products enterprise IT and storage market trends; knowledge of customer verticals is a plus.
• Familiarity with business development processes project management practices and cross-functional collaboration.
• Proficiency in MS Office; experience with Gainsight Salesforce or similar tools is advantageous.
• Language proficiency in Spanish and English is required.