About NetApp We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea? "At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEOJob SummaryThe 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 NetApp solution and minimize disruption to the customer's operations. In close collaboration with other parts of NetApp 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 pre-emptive and preventative recommendations which are tailored to the customer's business needs and technical environment, built on NetApp's AutoSupport technology. The SAM role is critical to NetApp's continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.* Please note this is a customer-centric, technical role within our Customer Support organization; this is not a Sales role. *Essential Functions: The SAM's work with NetApp customers and designated Account/Sales Teams by providing expertise in the following areas: 1. Personalized Service -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. -Conduct regular operational service reviews and provide customer-tailored best practice recommendations2. Centralized Support Management -The SAM is strategically positioned to review and oversee all of 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 management3. Customized Proactive Care -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 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 NetApp Support Site and helps deepen their understanding of NetApp products. This opportunity can be located in most locations in Eastern or Central US time zones. An Active DoD Security Clearance is required.Job Requirements Proven ability to professionally handle conflict and to effectively manage customer expectations * Ability to integrate diverse perspectives in critical situations to aid issue resolution. * Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management * Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS * Technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge * Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context. * Able to drive discussions with account teams on root-cause analyses beyond filer-level * Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment * Travel to the customer as required * Able to influence and leverage account teams for driving change at customer * Able to plan for and assist new hires to get them fully up to speed * Participate, contribute and influence cross-functional and SME teams. * Understanding how to position SAM services and added-value services in the right business context. Able to articulate SAM added value to customers. ** This position requires a currently Active DoD Secret Clearance. **EducationTypically requires a minimum of 5-8 years of related experience with a Bachelor's degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience A US Citizen with Active DoD Secret Clearance required. Please clearly list highest level of Active Security Clearance. NCDA Certification preferredDid you know Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you. Why NetApp? In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future. If you run toward knowledge and problem-solving, join us. US Residents Only: In accordance with NetApp's Policy, all US employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions and reasonable accommodation must be established.Nearest Major Market: Washington DC Job Segment: Account Manager, Medical, Manager, Strategic Planning, Sales, Healthcare, Management, Strategy, Research