About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." - George Kurian, CEO
Job Summary
To be successful in this role, you take pride in being a motivated self-starter, self-learner and possess a strong customer service focus You will effectively be the main support contact and Customer advocate in your assigned region. This role will provide an opportunity to develop your management and technical and operational skills by learning and supporting infrastructure built for the next generation data center.
Job Responsibilities
- The APAC Support Delivery Manager is responsible for developing customer relationships that promote retention and loyalty. Support Delivery Managers stay engaged with customers with the goal of keeping customers satisfied. This will include advising and directing Customers and Internal stakeholders to the appropriate resources to resolve their issues and queries.
- The Support Delivery Manager drives education and awareness of all NetApp Support Offerings to the regional customers, Sales account teams, Professional Services and Partner organizations.
- Provides new and existing Customers with "how to maximize value" from NetApp support materials and acts as a SME to the Customer on our digital tools. Works to achieve key metrics in the digital support space. This will include live customer sessions demonstrating the tools available under the customers support entitlements.
- The Support Delivery Manager acts as a customer advocate for improving and developing NetApp support processes and systems. They will be the voice of the field support teams. Build relationships and partner with support delivery teams and other internal stakeholders to improve NetApp Technical Support processes and drive corrective actions related to any gaps / failures.
- Participate in on-site customer meetings for proactive engagements or postmortem analysis. Assist with the development and presentation of RCA documents.
- Participate in special projects as necessary with Support, PS and other cross-functional teams. Develop and use collaborative relationships to solve problems. May be asked to lead programs across the APAC region and participate in Global support programs.
- Participate in regular sales meetings and quarterly business reviews. Establish standing meetings with sales leadership to foster bidirectional communication between the sales organization and Customer Support Delivery.
- Drive proactive programs within targeted Global and Enterprise accounts where a SAM does not actively exist. Work closely with the PSE/SSE teams on implementation. Drive and own designated support delivery programs as per Support deliverables in target accounts and potentially across APAC.
- Be the face of support and touch point in the local regions and interact and meet with Customers as required Be the conduit of engaging senior support management when needed.
- Whilst being an individual contributor, this is a senior support delivery function that influences many decisions and program directions directly.
Job Requirements
- Typically requires a Bachelors degree and a minimum of 12 years of relevant experience or equivalent combination of applicable education / training / certifications (AWS Azure Google Cloud etc) and years of applicable experience in a professional work environment.
