Support Account Manager

Title:
Support Account Manager

Location:
Madrid, ES, 28020

Requisition ID:
132712

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

Job Summary

The Support Account Manager (SAM) combines technical expertise with customer success skills to help clients achieve maximum value from NetApp solutions. Acting as a trusted advisor, the SAM builds strong relationships, drives product adoption and enhancements, and works proactively to resolve complex issues and manage escalations.

This role involves independently managing commercial and enterprise accounts, advocating for customer needs across the organization, and identifying opportunities for growth through renewals, upselling, and value-added initiatives. The SAM collaborates across teams, mentors junior colleagues, and develops specialized knowledge in NetApp products and services to deliver tailored recommendations — leveraging strong account management skills, business acumen, and the ability to influence senior stakeholders.

Specific Responsibilities

• Manage multiple commercial or enterprise customer accounts independently.
• Serve as the primary point of contact, including communication with Director-level stakeholders.
• De-escalate challenging situations and resolve complex customer inquiries/issues.
• Act as the voice of the customer within NetApp, advocating for their needs in product development.
• Prepare and deliver IB Review meetings, customizing recommendations to customer requirements.
• Identify upsell opportunities and drive customer success initiatives.
• Provide support and guidance to junior Technical Solution Managers (TSMs) and managers.
• Develop a specialization in Storage Account Management (SAM) through ongoing training.
• Recommend actions related to capacity management, storage add-ons, cluster expansion, and data workload migrations.
• Manage lifecycle activities such as tech refresh, renewals, and modernization.
• Coordinate with Technical Specialists for complex assessments and solutions.
• Influence cross-functional collaboration for renewals, modernization, and cross-sell/upsell activities.

Qualifications

• Bachelor's degree or equivalent experience, with 3–5 years in customer-facing technical roles (e.g., Customer Success, Sales Engineering, Technical Support).
• Strong communication and relationship-building skills, with the ability to engage confidently at Director and executive levels.
• Ability to manage multiple accounts, priorities, and complex customer inquiries in dynamic environments.
• Skilled in escalation management, conflict resolution, and providing strategic recommendations based on data analysis.
• Solid technical proficiency in NetApp products, enterprise IT, and storage market trends; knowledge of customer verticals is a plus.
• Familiarity with business development processes, project management practices, and cross-functional collaboration.
• Proficiency in MS Office; experience with Gainsight, Salesforce, or similar tools is advantageous.
• Language proficiency in Spanish and English is required.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.