Job Description

Job Summary

The Cloud Technical Account Manager (TAM) plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients.
To be a successful TAM in this position you are highly technical and possess hands-on technical background in Storage and Cloud, as well as experience with Azure, AWS, and/or Google Cloud (GCP).
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.
Must be able to build solid relationships with NetApp internal stakeholders as well as technical functions within relevant Cloud Providers
This is a customer-centric, technical role in our Support organization, not a Sales opportunity.
Candidates can be located near the Vienna VA campus, the Research Triangle Park (RTP) NC campus, the Wichita KS campus, or remote in other US locations in East or Central time zones. 
Please note this role requires a currently Active Security Clearance. Please clearly highlight this qualification on resume.

Please Note: This is a customer-centric, Technical role aligned with our Customer Support Delivery organization... this is not a Sales role.

Job Requirements

Hands-on technical expertise implementing NetApp cloud solutions in the major Cloud Providers
Ability to drive and lead solving customer problems across the major Cloud Providers
Clear and demonstrated understanding of NetApp Cloud Services
Strong understanding in cloud solutions, data storage, and networking
Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross-functional teams, influence behavior, and drive actions
Proven ability to manage complex, high pressure situations, staying focused on the right priority, and effectively handle time-management
Able to build a communications plan, aligned to the customer’s key technical solutions, influencing customer behavior over a stretched period of time (1-2 years), aligned to NetApp’s product technology strategy.
Mastery of escalation management through full management spectrum with customer and internally. Collaborating and interacting with Critical Account Program (CAP) teams and Engineering Product Support (EPS)
Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment - visits to the customer’s domestic sites as required
Must be a US Citizen with a minimum Government clearance of Secret; Top Secret or higher preferred

Education

Typically requires a minimum of 12-15 years of related experience with a Bachelor’s degree; or 8-10 years and a Master’s degree; or equivalent combination of relevant education/training/certifications and applicable senior level industry experience.
Prior experience as a Technical Account Manager, Professional Services Consultant/Architect, Escalation Engineer, and/or Technical Project Manager is desired. 
Applicable Cloud certifications are a big plus.
The ability and willingness to achieve certification with NetApp and major cloud providers.
Active Secret Clearance required; Top Secret desired.