Support Account Manager - Level 3

at NetApp

location Ashburn, Virginia

Updated on Feb 14, 2020

Contract Position
12 month(s)

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  • Signing Bonus



Pay Rate $51.06 per hour

Experience 7-12 Years

Eligibility Green Card, US citizen


Information Technology Services


Not Specified

Job ID


Working Remotely Allowed



Job Summary:
The Support Account Manager (SAM) combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers, with the aim to realize the maximum value of their Client solution and minimize disruption to the customer's operations.

In close collaboration with other parts of Client support, the SAM oversees an optimal delivery of support activities for the customer and provides an effective crisis management and communication in case of disruptions. As trusted advisor of the customer and in partnership with the account team, the SAM actively drives preemptive and preventative recommendations which are tailored to the customer's business needs and technical environment, built on Client's  AutoSupport technology.
The SAM role is critical to Client's continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.

Major duties on day-to-day basis:
Work directly with customer
Handle escalations, reporting biweekly, monthly etc.
Good presentation skills
Manage tickets
Support orgs like TSEs, would be good
Solidfire platform is what this person will be supporting with the client.
The client is a Japanese firm so flexible hours (400 controllers now). 
Previous Solidfire/HCI is preferred.
Customer Success Manager for technical products can be a good fit. 

Essential Functions:
The SAM's work with Client customers and designated Account/Sales
Teams, by providing expertise in the following areas:
1. Personalized Service (Approximately 33% of time)
Provide informed strategic planning, storage support best practices and upgrade advice. Understands the customers' environment and apply Client knowledge to improve the overall support experience. Conduct regular operational service reviews and provide customer tailored best practice recommendations.

2. Centralized Support Management (Approximately 33% of time)
The SAM is strategically positioned to review and oversee all 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 Client 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 Client Support Site and helps deepen their understanding of Client 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 accounts.

Job Requirements:
1.In depth technical knowledge in Client Storage,  Virtualization Technology or the ability to quickly acquire this knowledge. 
2.Project management skills, proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time management
-Excellent written and verbal communication skills.
-Ability to integrate diverse perspectives in critical situations to aid issue resolution
-Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
-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 Client , ease of interaction with engineering support. 
-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 area of specialization.
-Have an understanding of storage market developments, storage service gaps, suggest changes to close the gaps. 

Responsibility and Interaction:
The types of tasks this individual is responsible for are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems.

SAM Interaction
Engages 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 situations.

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. 

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