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. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
"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, CEO
Manager (SAM)
Mumbai, Maharashtra, IndiaJob Summary
As Manager of Support Account Managers (SAMs), you provide leadership, coaching, and day-to-day management to the employees in the SAM organization. These dedicated individuals work individually and as part of a team committed to providing the highest level of Personalized, Proactive, Preventative and Reactive, Enterprise-class support services. They build a relationship with the customer to better serve their business needs and react quickly and revise approach when business needs change. The Support Account Management role is critical to the assigned Account/Sales Team in furthering the NetApp partner relationship, and in helping to increase sales by coordinating support activities for the account.
You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal.
This position requires an experienced candidate, with a strong management background in sales/consulting/support/account management roles and proven customer-facing, and relationship management skills.
The required location for this role is in the proximity of NetApp’s Mumbai Office in India. This position reports to the APAC Director.
Job Requirements
• Strong people management skills and ability to lead high performance teams.
• Excellent interpersonal communication and customer service skills as needed in order work successfully with customers and cross functional teams to help to increase sales.
• A large focus will also be placed on supporting sales teams in positioning support services to new customers and driving the overall support services pipeline, including renewals.
• Responsible for achieving team assigned P&L objectives and targets which typically include Services Bookings, Services Revenue and contribution margin $/% targets.
• A clear understanding of the product development cycle, technical requirements, and project management.
• General understanding of storage management, Backup and Recovery, Enterprise Applications, and Block-technology (e.g. iSCSI, FCP)
• Account management and project management experience.
• Can deal with individuals who are from different cultural, religious and diversity backgrounds.
• Ensure timely and successful delivery of all service engagements.
• Be responsible for the execution of the staffing strategy of your team/region.
• Participate in quarterly business reviews (QBR) when applicable
Management:
• This position is responsible for managing many tasks within a large group or department.
• The potential impact of decisions made by this individual will be mostly operational with some financial.
• This individual will apply attained experience and knowledge to address issues that are diverse in scope and resolve problems through short- and mid-term planning.
Interaction:
The SAM manager will provide oversight on and be accountable for all the customers assigned to their team. A large focus will also be placed on supporting the sales teams in positioning support services to new customers and driving the overall support services pipeline, including renewals.
You are a great communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.
• This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.
• Utilizes people skills and available manager tools to positively impact the development of direct reports within their role and career.
• This individual must demonstrate favourable results through providing leadership to function and to staff.
Education
• BTech in Computer Science or a related field required with a minimum of 10-15 years of related experience of which at least 5+ years of experience as a people manager is required.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Did 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?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster (PDF). NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability that requires reasonable accommodation for any part of our application process, please email gdib@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
*Applies to applicants for employment in the United States.