Job Summary
As Manager of Support Account Managers (SAMs), you provide leadership, coaching, and day-to-day management to the employees in the SAM organization. These dedicated individuals work individually and as part of a team committed to providing the highest level of Personalized, Proactive, Preventative and Reactive, Enterprise-class support services. They build a relationship with the customer to better serve their business needs and react quickly and revise approach when business needs change. The Support Account Management role is critical to the assigned Account/Sales Team in furthering the NetApp partner relationship, and in helping to increase sales by coordinating support activities for the account.
You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal.
This position requires an experienced candidate, with a strong management background in sales/consulting/support/account management roles and proven customer-facing, and relationship management skills.
The required location for this role is in the proximity of NetApp's Mumbai Office in India. This position reports to the APAC Director.
Job Requirements
• Strong people management skills and ability to lead high performance teams.
• Excellent interpersonal communication and customer service skills as needed in order work successfully with customers and cross functional teams to help to increase sales.
• A large focus will also be placed on supporting sales teams in positioning support services to new customers and driving the overall support services pipeline, including renewals.
• Responsible for achieving team assigned P&L objectives and targets which typically include Services Bookings, Services Revenue and contribution margin $/% targets.
• A clear understanding of the product development cycle, technical requirements, and project management.
• General understanding of storage management, Backup and Recovery, Enterprise Applications, and Block-technology (e.g. iSCSI, FCP)
• Account management and project management experience.
• Can deal with individuals who are from different cultural, religious and diversity backgrounds.
• Ensure timely and successful delivery of all service engagements.
• Be responsible for the execution of the staffing strategy of your team/region.
• Participate in quarterly business reviews (QBR) when applicable
Management:
• This position is responsible for managing many tasks within a large group or department.
• The potential impact of decisions made by this individual will be mostly operational with some financial.
• This individual will apply attained experience and knowledge to address issues that are diverse in scope and resolve problems through short- and mid-term planning.
Interaction:
The SAM manager will provide oversight on and be accountable for all the customers assigned to their team. A large focus will also be placed on supporting the sales teams in positioning support services to new customers and driving the overall support services pipeline, including renewals.
You are a great communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.
• This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.
• Utilizes people skills and available manager tools to positively impact the development of direct reports within their role and career.
• This individual must demonstrate favourable results through providing leadership to function and to staff.
Education
• BTech in Computer Science or a related field required with a minimum of 10-15 years of related experience of which at least 5+ years of experience as a people manager is required.
