Job Summary
The Support Account Manager (SAM) Technical Analyst combines strong relationship and technical competencies to deliver the highest level of service to internal and cross functional teams and the end customer, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer's operations.
¬¬¬In close collaboration with other parts of NetApp, the SAM Technical Analyst will collaborate with the lead SAM on the account by generating and analyzing reports, preparing customer facing review material, cross referencing best practice recommendations including interoperability matrix (IMT), and performing bug scrubs. Under the guidance of the lead SAM, many SAM Technical Analysts may be required to review reports and provide guidance and recommendations to end customers.
Job Requirements
The SAM Technical Analyst's work with NetApp customers and Account/Sales Teams, by providing expertise in the following areas:
• Responsible for generating, analysing and reporting customer data from various enterprise sources.
• 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.
• Maintain customer install base information in NetApp system of record up to date.
• As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
• 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 Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
• Identify opportunities to improve and enhance technical analysis and representation of customer recommendations.
• Manage special projects as assigned by management to meet customer and cross-functional team needs.
Education
- 6-9 years of relevant experience is preferred.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.
- Prior experience in a Support role would be desired.
