Job Summary

The Support Account Manager (SAM) combines technical expertise with customer success skills to ensure clients achieve maximum value from NetApp solutions. The SAM acts as a trusted advisor, driving product adoption, managing escalations, and supporting renewals and expansion opportunities.

Key Responsibilities

• Advise customers on NetApp products and services to meet business goals.
• Build and maintain relationships with technical stakeholders.
• Oversee onboarding, adoption, and capacity management.
• Conduct technical health checks and manage escalations.
• Use data insights for proactive risk mitigation.
• Assess and optimize customer NetApp assets.
• Collaborate with Renewal Specialists and Sales for renewals and expansion.
• Develop and share technical best practices.
• Lead or support strategic initiatives for customer success.
• Work cross-functionally with internal teams and customer stakeholders.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5–7 years in customer-facing technical roles (e.g., Customer Success, Sales Engineering, Technical Support).
• Technical proficiency in NetApp products or enterprise IT; storage domain knowledge is a plus.
• Strong communication and relationship-building skills.
• Ability to manage multiple priorities in dynamic environments.
• Data analysis and strategic recommendation skills.
• Proficiency in MS Office; experience with Gainsight, Salesforce, or similar tools is a plus.
• Ability to work independently and collaboratively; project management familiarity is beneficial.
• Language proficiency is German and English is required.