Job Summary
The Support Account Manager plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role!
As a Support Account Manager, you will utilize your technical competencies, communication, and escalation management skills to provide the highest level of Personalized, Proactive, Preventative and Reactive Enterprise-Class support services in local languages. The Support Account Manager role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and in helping to increase sales, by coordinating support activities for the account.
Support Account Managers work with NetApp customers, assigned Sales Account Teams, and NetApp Support Centers by providing expertise Personalized Service, Centralized Support Management and Customized Proactive Care.
This position is located in the New Delhi area, required to either be located there or willing to relocate to this area
Job Requirements
• Excellent written and verbal communication skills in German and English are mandatory. Any other languages are highly welcome!
• The ability to communicate clearly, both written and verbal, with customers, Sales and Support Center, and act as a professional representative of the NetApp Global Support Organization.
• Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross functional teams, influence behavior and drive actions.
• Escalation management experience is key, and the ability to professionally handle conflicts and to effectively manage customer expectations.
• Ability to integrate diverse perspectives in critical situations to aid issue resolution.
• Ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management.
• Highly organized and capable of handling multiple tasks following all tasks through to completion.
• Ability to deal with a larger number of customers at once or with one large customer with multiple company locations
• Technical understanding in Storage and/or Virtualization and/or Network Technology, and the ability to quickly acquire technical knowledge.
• Knowledge of Hyperscalers and Cloud Certification are a plus.
• Strong aptitude for learning new technologies and processes, and an understanding of how to apply these in a customer facing environment.
• Good knowledge of modern telecommunication tools to provide remote services and support.
• This position is located in the New Delhi area, required to either be located there or willing to relocate to this area.
• Work experience in a technical Customer Success role is desired.
• NetApp and/or Cloud certifications are a plus.
• The ability and willingness to achieve certification with NetApp and major cloud providers.
Responsibility & Interaction:
• The types of tasks you are responsible for, are a mix of structured and unstructured tasks.
• Apply attained experiences and knowledge in facing a variety of challenges.
• Engage with all levels of staff within associated business functions.
• Interact primarily with customer staff, from administrator up to senior management level.
Education
• BTech or MTech in Computer Science or a related field required with a minimum of 8-12 years of related experience is required.