Technical Account Specialist

5 days ago


Bengaluru, Karnataka, India NetApp Full time

Job Summary

The Support Account Manager (SAM) Technical Analyst at NetApp combines strong relationship and technical competencies to deliver the highest level of service to internal and cross-functional teams and the end customer, 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, the SAM Technical Analyst will collaborate with the lead SAM on the account by generating and analyzing reports, preparing customer-facing review material, cross-referencing best practice recommendations, including interoperability matrix (IMT), and performing bug scrubs. Under the guidance of the lead SAM, many SAM Technical Analysts may be required to review reports and provide guidance and recommendations to end customers.

Key Responsibilities

The SAM Technical Analyst's work with NetApp customers and Account/Sales Teams involves the following key areas:


• Responsible for generating, analyzing, and reporting customer data from various enterprise sources.


• Provides informed strategic planning, storage support best practices, and upgrade advice.


• Understands the customers' environment and applies NetApp knowledge to improve the overall support experience.


• Maintains customer install base information in the NetApp system of record up to date.


• As needed, partners with the lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations.


• Through a combination of expertise, analytics, tools, and a deep understanding of customers' operating environments, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.


• Influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations.


• Identifies opportunities to improve and enhance technical analysis and representation of customer recommendations.


• Manages special projects as assigned by management to meet customer and cross-functional team needs.

Requirements

6-9 years of relevant experience is preferred. A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required. Prior experience in a Support role would be desired.

Job Segment: Strategic Planning, Account Manager, Computer Science, Electrical Engineering, Strategy, Sales, Technology, Engineering



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