Support Account Manager
Account Services 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.
- Excellent written and verbal communication skills- Proven ability to professionally handle conflict and to effectively manage customer expectations - Ability to integrate diverse perspectives in critical situations to aid issue resolution.- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management - Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS- In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge- Possesses at least one advanced specialization in technical skill area or communication/ interaction skills. Able to actively contribute to innovations - Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context. - Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN)- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - Frequent visits to the customer’s domestic sites as required- Able to influence and drive actions on both short and mid-term time scale. Able ...
Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.
Job Segment: Account Manager, Manager, Virtualization, Sales, Management, Technology, Customer Service