Support Account Manager - Active TS/SCI with Full Scope Poly

NetApp; Baltimore (MD); Hybrid; USD 105,000 - 150,000; Full time

Job summary

An established industry player is seeking a Support Account Manager to oversee enterprise-level technical support for valued clients. This hybrid role demands a proactive approach to service delivery, ensuring quality and operational performance while building strong client relationships. The ideal candidate will possess in-depth technical knowledge in storage technology and a proven ability to manage complex situations effectively. Join a dynamic team focused on transforming challenges into opportunities while enjoying a comprehensive benefits package and a healthy work-life balance.

Benefits

Health Insurance

Life Insurance

Retirement Plans

Paid Time Off

Performance-Based Incentives

Employee Stock Purchase Plan

Volunteer Time Off

Qualifications

• Proven ability to manage complex, high-pressure situations.
• In-depth technical knowledge in Storage and/or Virtualization Technology.

Responsibilities

• Oversee enterprise-level technical support for clients.
• Collaborate with sales to demonstrate support value.

Skills

Time Management

Technical Knowledge in Storage Technology

Customer Relationship Management

Problem Solving

Influencing and Negotiation

Education

5+ years of related experience

NCTSP certification

Job description

Job Summary

The Support Account Manager (SAM) plans and oversees enterprise-level technical support and service activities for company products and services for a designated client or group of clients, requiring a US Citizen on US soil with a currently active TS/SCI with Full Polygraph security clearance.

Ensures quality service and operational performance within the parameters of program and delivery standards.

Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs.

Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.

Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

- This is technical, customer-centric position with our support delivery organization; this is not a sales role.

- This is a hybrid role, and therefore the opportunity is located in the Maryland/DC area.

Job Requirements

- 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. Sufficient technical skills to obtain and maintain NCTA/NCTSP certification.

- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer-facing environment

- Understand system risks and supportability profiles to be able to articulate to customer

- Must possess "ownership" mentality in building internal/external relationships, driving actions, and ensuring the best customer experience

- Able to influence and drive actions with customers (influence, negotiate), and able to independently prepare and deliver SAM Service Review Meetings

- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with Engineering Product Support

- Able to work as a buddy for new hires, coach on standard job tasks

- Have an understanding of storage market developments andstorage service gaps

- Ability to integrate diverse perspectives in critical situations to aid issue resolution

** US Citizenship on US soil is required.

** Active TS/SCI with Full Polygraph security clearance.

Experience/Education

A minimum of 5+ years of related experience, as outlined above, is required.

Active TS/SCI with Full Polygraph security clearance is required.

Sufficient technical skills to obtain and maintain NCTSP certification are required.

Compensation:
The target salary range for this position is $105,000 - $150,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during 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.

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.