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.

　　Support Account Managers work with NetApp customers, assigned Sales Account Teams, and NetApp Support Centers by providing expertise in the following areas:

　　Essential Functions

　　Support Account Managers work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas:

　　Personalized Service:Centralized Support ManagementCustomized Proactive Care

　　Job Requirements

　　Excellent written and verbal communication skills in Italian and English (C1-C2 level)The 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, influence behavior and drive actions.Escalation management experience is key, and the ability to professionally handle conflicts and to 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 and effectively handle time-management.Highly organized and capable of handling multiple tasks following all tasks through to completion.Ability to deal with a larger number of customers at once.Technical understanding in Storage and/or Virtualization and/or Network Technology, and the ability to quickly acquire technical knowledge.Knowledge of Hyperscalers and Cloud Certification are a plus.Strong aptitude for learning new technologies and processes, and an understanding of how to apply these in a customer facing environment.Good knowledge of modern telecommunication tools to provide remote services and support.

　　Education

　　Typically requires a minimum of 2 years of related 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.

　　Job Segment: Account Manager, Telecom, Telecommunications, Virtualization, Sales, Technology