Support Account Manager

NetApp; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A global technology company is seeking a Support Account Manager in Paris to oversee enterprise-level support and service activities for designated clients. The ideal candidate will possess strong technical skills and excellent communication abilities in both French and English. Responsibilities include coordinating support activities to improve partner relationships and deliver top-notch service. This is a hybrid role with potential monthly travel.

Qualifications

• 5+ years of applicable experience in post-sales management.
• Proficiency in French and English is mandatory.
• Experience in a technical Customer Success role is desired.

Responsabilités

• Provide enterprise-class support services in collaboration with customer teams.
• Coordinate support activities to enhance partner relationships.
• Leverage technical skills for proactive and reactive services.

Connaissances

Written and verbal communication skills in French

Interpersonal communication

Customer service skills

Escalation management

Technical understanding in Storage/Virtualization/Network Technology

Formation

Bachelor's degree or equivalent

Description du poste

Job Summary

The Support Account Manager is responsible for planning and overseeing enterprise-level support and service activities for company products and services for a designated client or group of clients. Please note that this is a technical, customer-centric opportunity within our Support organization and not a Sales role. As a Support Account Manager, you will utilize your technical skills, 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 helping to increase sales by coordinating support activities for the account. Hybrid position travel might happen monthly.

As a Support Account Manager on our customer success team, your responsibilities include:

• working with NetApp customers and designated Account/Sales Teams,
• providing expertise in the following areas:
• Personalized Service
• Centralized Support Management
• Customized Proactive Care

Responsibilities

• Provide enterprise-class support services in collaboration with customer teams and NetApp groups.
• Coordinate support activities for assigned accounts to enhance partner relationships and drive account success.
• Leverage technical skills to deliver proactive and reactive services in local languages.

Qualifications

• Excellent written and verbal communication skills in French and English are mandatory. Proficiency in any other languages is highly welcome!
• Ability to communicate clearly 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 with customers and cross-functional teams, influence behavior, and drive actions.
• Experience in escalation management and the ability to handle conflicts professionally and 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.
• Technical understanding in Storage and/or Virtualization and/or Network Technology, with the ability to quickly acquire technical knowledge.
• 5+ years of applicable experience in post-sales management.

Education

• Typically requires a minimum of 5 years of related experience with a bachelor's degree; or 3 years and a master's degree; or equivalent combination of applicable education/training/certifications and relevant years of professional work experience.
• Work experience in a technical Customer Success role is desired.
• NetApp and/or Cloud certifications are a plus.