Support Account Manager (m/f/d)

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About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA.

Support Account Manager (m/f/d)

Düsseldorf, North Rhine-Westphalia, Germany; Hamburg, Hamburg, Germany

Job category: Customer Support

Job ID: 127960-en_US

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.

Responsibilities include:

• Working with NetApp customers and designated Account/Sales Teams.
• Providing expertise in the following areas:
• Personalized Service
• Centralized Support Management
• Customized Proactive Care

Job requirements

• Excellent written and verbal communication skills in German and English are mandatory. Any other languages are highly welcome!
• 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.
• Escalation management experience is key, and the ability to professionally handle conflicts and 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.
• Highly organized and capable of handling multiple tasks following all tasks through to completion.
• Technical understanding in Storage and/or Virtualization and/or Network Technology, and the ability to quickly acquire technical knowledge.

Education

• Typically requires a minimum of 5 years of related experience with a bachelor’s degree; or 3 years and a master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.
• 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.