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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
Support Account Manager
Wichita, Kansas, United States; Research Triangle Park, North Carolina, United StatesJob Summary
The Support Account Manager (SAM) manages relationships and grows business with a large, highly visible key external customers. Please note this is a technical, customer-centric opportunity within our Support organization. This is not a Sales role.
Customers around the world choose us for our “go beyond” approach and broad portfolio of solutions and services. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. To support our customers global business, we provide highly responsive support in local languages, and we work with our customers to solve their problems and help achieve their business goals. 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. You will build a partner relationship with the customer to better serve their business needs, as well as react quickly and revise approach when business needs change. 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. Working very closely in collaboration with members of the Sales Account Team and customer contacts, you will become intimately acquainted with the customer business requirements, technical needs, solutions, environment, and service history.
Support Account Managers work with NetApp customers, assigned Sales Account Teams and NetApp Support Centers by providing expertise in the following areas:
1. Personalized Service
2. Technical / Product Expertise
3. Centralized support management
4. Customized Proactive Care
* This is a customer-centric role in our Customer Success organization, not a Sales opportunity. *
* Qualified candidates have current or prior NetApp experience and are located near our Wichita, KS or Research Triangle Park (RTP), NC campus. *
Job Requirements
- Technical knowledge in one or more of the following areas: Storage, Virtualization Technology, Network (SAN/NAS), Container Technology, Cloud Computing
- Excellent written, verbal, and interpersonal communication skills are ESSENTIAL, to operate successfully on an account with a high level of visibility.
- Ability to professionally handle conflicts and customer expectations.
- Ability to prioritize and effectively handle time-management.
- Ability to lead complex technical planning initiatives integrating a broad product portfolio.
- Strong aptitude for learning new technologies and understanding how to use them in a customer facing environment. Knowledge of modern telecommunication tools to provide remote services and support.
- At this level, the Support Account Manager is able to act as a lead and mentor for more junior SAMs.
Education
A minimum of 8+ years of relevant experience is required.
Current or prior NetApp experience
Compensation
The base salary range for this position is $133,000 - $163,000 and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
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.
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 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. Finally, we provide financial savings programs to help you plan for your future.
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 accessibility@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.