Temporary job opportunities align well with people who are looking for career flexibility and less traditional ways of working but, at the same time, are people driven to deliver amazing work in high-profile situations. NetApp is always building a talent pipeline for Support Account Managers in various locations across the United States that provide great opportunities for those looking for this type of career flexibility. Please read the job description below and if this is something that will interest you, we invite you to join our Talent Network. To do so, please click on the Apply button to submit your information. From there, you will potentially be matched in our system to a role that aligns with your background and qualifications and will be reached out to by our partner, Magnit Global. Job SummaryThe Support Account Manager (SAM) combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer's operations. In close collaboration with other parts of NetApp support, the SAM oversees an optimal delivery of support activities for the customer and provides an effective crisis management and communication in case of disruptions. As trusted advisor of the customer and in partnership with the account team, the SAM actively drives pre-emptive and preventative recommendations which are tailored to the customer's business needs and technical environment, built on NetApp's AutoSupport technology. The SAM 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. Essential Functions:The SAM's work with NetApp customers and designated Account/Sales Teams, by providing expertise in the following areas: Personalized Service (Approximately 33% of time) Provide informed strategic planning, storage support best practices and upgrade advice. Understands the customers' environment and apply NetApp knowledge to improve the overall support experience. Conduct regular operational service reviews and provide customer-tailored best practice recommendations Centralized Support Management (Approximately 33% of time) The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk During any critical events, the SAM facilitates issue resolution and ensures effective communication, from customer storage administrators to high level management Customized Proactive Care (Approximately 33% of time) Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution. The SAM influences customers to follow best-practices by regular tracking of preventative remediation actions derived from recommendations The SAM educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products. The SAM typically will focus in Global Enterprise Customers & Select Enterprise Accounts. Job RequirementsExcellent written and verbal communication skills Proven ability to professionally handle conflict and to effectively manage customer expectations Ability to integrate diverse perspectives in critical situations to aid issue resolution. Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge Possesses at least one advanced specialization in technical skill area or communication/ interaction skills. Able to actively contribute to innovations Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context. Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN) Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment Frequent visits to the customer's domestic sites as required Able to influence and drive actions on both short and mid-term time scale. Able to influence and leverage account teams for driving change at customer Able to plan and coach new hires from scratch to fully up to speed. Able to act as mentor and continuously coach on the SAM 3 job Participate, contribute and influence cross-functional and SME teams. Able to influence other organizations/teams at Geo level Understanding how to position SAM services and added-value services in the right business context. Able to articulate SAM added value to customers and sales. Responsibility and Interaction:SAM Responsibility The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems. SAM Interaction Engages with all levels of staff within associated business functions Interacts primarily with Staff to VP Level employees within the account, and the technical team on assignment and in escalation situations Education & Experience:The number of years of experience will range depending on the level of the role. Minimum 2 years of relevant experience is required. Prior experience in a Support role is preferred. A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required. Magnit Direct Source is a service offered by Magnit Global that provides top talent directly to industry leading clients who have flexible temporary assignments that work on a variety of projects and unlock opportunities for exciting work. As a temporary employee, you will be employed by Magnit Global, NetApp's vendor responsible for fulfilling temporary jobs at NetApp. You will not be employed by NetApp. The pay range that Magnit reasonably expects to pay for these positions will vary depending on the level once released.Benefits: Medical, Dental, Vision, 401K
