Support Account Manager
Must be able to work Central/Pacific time zone hours
Job Summary:
Position Overview: As a Support Account Manager (SAM) at NetApp, you will blend technical expertise with exceptional customer success skills to deliver outstanding customer experiences and drive significant business outcomes. Your role will involve leveraging your technical skills to provide guidance, support product adoption, and consultancy to help realize the maximum value of the NetApp solutions. The SAM will collaborate closely with customers to understand their business goals, combining technical acumen with customer success strategies to build a customer success plan and establish NetApp as a trusted partner in our customers' success.
Key Responsibilities:
Business Consultation: Consult with customers to provide technical advice on NetApp products and services, focusing on key areas to enhance their product experience and achieve business goals. Based on customer needs, recommend and manage customer training plans.
Relationship Building: Develop and nurture relationships with customers, focused on key technical personas (VP Infrastructure, Infrastructure Architect, Storage Admin and Engineer, Security and Compliance Lead), becoming a trusted technical advisor and advocate throughout their journey with NetApp.
Onboarding, Adoption, and Capacity Management: Facilitate smooth onboarding and adoption activities, collaborating with customers to co-create technical success plans tailored to their specific needs and goals. Facilitate guided demos tailored to customer environment and needs.
Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended solutions, and identify areas for improvement. Manage P1 escalations alongside key internal resources and share P2-P4 awareness.
Proactive Technical Engagement: Use advanced data insights and technical knowledge to monitor adoption and/or utilization and assist with predictive risk mitigation, guiding customers to recognize greater value from NetApp solutions.
Asset Management: Provide assessments consulting with the customer to maintain and optimize the customer inventory of NetApp assets and services while identifying and qualifying opportunities to expand, replace, or optimize their environments.
Renewal and Expansion: Collaborate with Renewal Specialists and Field Sales to design and implement technical health plans with the goal of value realization, ensuring successful renewal leveraging NetApp's product portfolio. Provide guidance on their solutions, what they should be consuming and make recommendations for renew, refresh and expand.
Best Practices Development: Develop, document, and share technical best practices with team members to continually improve the quality, effectiveness, and efficiency of processes and playbooks.
Strategic Initiatives: Lead and contribute to strategic technical initiatives that enhance customer success, drive innovation, and support organizational goals.
Cross-Functional Collaboration: Work closely with Renewal Specialists, Field Sales, and other technical teams to ensure an exceptional customer experience and drive the technical customer success strategy with wider account team members.
Job Requirements
Who You'll Work With:
Professional Services
Support Teams
Sales Teams
NetApp Pre and Post Sales Technical Teams
Customer Technical Stakeholders
Skills and Competencies:
Bachelor's degree or equivalent experience with 5+ years of B2B customer-facing experience, including roles such as Customer Success, Sales Engineering, Technical Support, Sales Architect, or Technical Account Management.
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.
Key Performance Indicators & Business Objectives:
Customer Health and Adoption Scores
Regular engagement with customer base (documented for quality)
Success Plan adoption to include documented customer KPIs and value realization
Improve customer satisfaction scores
Qualified Expansion of NetApp portfolio
Successful renewal/retention rate improvement
Education
Bachelor's degree or equivalent experience with 5+ years required of B2B customer-facing experience, including roles such as Customer Success, Sales Engineering, Technical Support, Sales Architect, or Technical Account Management.
Demonstrated capability and commitment to obtain NetApp Certified Technical Support Professional (NCTSP) or higher NetApp certification.
Compensation:
The target salary range for this position is 100,000 - 136,000. The salary offered will be determined by the candidate's 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, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), 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.
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We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment-you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed-they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
