Support Account Manager

Support Account Manager (SAM)

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 consult to help customers realize the maximum value of 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.

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.

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.

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 the customer's environment and needs.

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 provide visibility into P2-P4 issues.

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.

Provide assessments and consulting to customers to maintain and optimize their inventory of NetApp assets and services while identifying and qualifying opportunities to expand, replace, or optimize their environments.

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 renewal, refresh, and expansion.

Develop, document, and share technical best practices with team members to continually improve the quality, effectiveness, and efficiency of processes and playbooks.

Lead and contribute to strategic technical initiatives that enhance customer success, drive innovation, and support organizational goals. 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.

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. Current cloud certification(s) with Microsoft Azure and/or AWS. Demonstrated capability and commitment to obtain NetApp Certified Technical Support Professional (NCTSP) or higher NetApp certification.

The target salary range for this position is 100,300 - 136,000 USD. 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.