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Support Account Manager - Technical Analyst

Bengaluru, KA
Job Code:
  • IT
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Job Details

The SAM role is critical to NetApp's continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.Essential Functions The SAM's work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas1. Personalized Service (Approximately 33% of time) -Provide informed strategic planning, storage support best practices and upgrade advice.-Understands the customers' environment and apply NetApp knowledge to improve the overall support experience. -Conduct regular operational service reviews and provide customer-tailored best practice recommendations2. Centralized Support Management (Approximately 33% of time) -The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk-During any critical events, the SAM facilitates issue resolution and ensures effective communication, from customer storage administrators to high level management 3. Customized Proactive Care (Approximately 33% of time)-Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution. - The SAM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations- The SAM educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products. - A Support Account Manager at his level must be able to work with Regular Enterprise Customers, as well as act as a secondary SAM on global accountsJob RequirementsRequirements- Excellent written and verbal communication skills - 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 - In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - Understand ARS risks and SP parameters and able to articulate meaning to customer- Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings - Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS- Able to work as buddy for new hires, coach on standard job tasks - Able to participate and contribute in cross-functional teams and subject matter expert teams- Able to participate/contribute to initiatives and training to develop an areas of specialization - Have an understanding of storage market developments, storage service gaps, suggest changes to close the gaps. Understand basics of NetApp finances. Able to identify sales priorities- Frequent visits to the customer s domestic sites as requiredResponsibility and Interaction SAM ResponsibilityThe types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems. SAM InteractionEngages with all levels of staff within associated business functions Interacts primarily with Staff to Director level employees within the function, and the technical team on assignment and in escalation situationsEducation and Experience Education & Experience- 5-8 years of relevant experience is required. Prior experience in a Support role is desired. - A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.test
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-8


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