Job Summary

The Support Account Manager (SAM) Technical Analyst combines strong relationship and technical competencies to deliver the highest level of service to internal and cross functional teams and the end customer, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer's operations.

The SAM Technical Analyst 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.

Job Requirements

• Excellent written and verbal communication skills
• Work hour requirements dependent on customer time zone alignment.
• Strong Microsoft Office skills (Excel, PowerPoint ...)
• Proven ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management.
• In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. NCDA certification or ability to obtain a plus.
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
• Understand technical risks and supportability parameters.
• Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings under the guidance of the lead SAM.
• 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

• 3-6 years of experience is preferred.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.
• Prior experience in a Support role, preferably with a customer success background would be desired.