This role provides management and leadership to Support Account Managers(SAMs) in Australia. These SAM’s are committed individuals who work as part of a team committed to providing the highest level of “Personalised, Proactive, Preventative and Reactive “Enterprise-Class” support services.

As a Senior Global Support Account Manager for our major customers, my role is to assist with increasing sales by coordinating support activities for the account. Working very closely and collaboratively with members of the Account Team and customer contacts, to be acquainted with the customer’s business requirements, technical needs, systems, environment and service history. Identifying and addressing customer’s critical technical issues (escalations) and non-technical issues, and coordinate necessary support activities. This included troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within NetApp, as well as 3rd party vendors for multi-vendor issues. A major part of this role was to monitor customer open cases during business hours and to also prepare periodic and custom reports.  The Proactive deliverables of a GSAM is for the assessment of documentation, including software and hardware release planning, upgrade planning and bug risk analysis. I monitor customers systems utilizing Autosupport to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems, to ensure that all recommended Best Practices are adhered to for maximizing product optimization and uptime. I also notify customers of new product features and fixes and field/product alert analysis and recommendations. We help educate our customers as needed on the various tools that are on NetApp Support Portal and help them understand their NetApp products better. I have managed special projects as assigned by management to meet customer and cross-functional team needs.I frequently act as the cover path for my manager, where I am responsible for a team of Support Account Managers across Australia and ASEAN.

Act as the focal point within Global Customer Services for customer service operational issues for allocated accounts. Ensure delivery of Oracle account management offerings to eligible customers, and that operational targets are achieved. A major part of this role is to ensure that any out of line situations are managed and escalated to the appropriate technical and management levels when necessary. This involves Support Services management being reliably informed of situations liable to cause customer dissatisfaction and recommend remedial actions. I work closely with sales teams (Global Sales Organization) to create a united Oracle image to the customer, identifying new revenue opportunities for service delivery, consulting and educational services. Operate and maintain the Support Services quality procedures relating to this role, whilst acting as technical advisor or create channels for technical communication between Oracle and the customer

Act as the focal point within Global Customer Services for customer service operational issues for allocated accounts. Ensure delivery of Sun account management offerings to eligible customers, and that operational targets are achieved. A major part of this role is to ensure that any out of line situations are managed and escalated to the appropriate technical and management levels when necessary. This involves Support Services management being reliably informed of situations liable to cause customer dissatisfaction and recommend remedial actions. I work closely with sales teams (Global Sales Organization) to create a united Sun image to the customer, identifying new revenue opportunities for service delivery, consulting and educational services. Operate and maintain the Support Services quality procedures relating to this role, whilst acting as technical advisor or create channels for technical communication between Sun and the customer

Acted as the focal point within Global Customer Services for customer service operational issues for allocated accounts. Ensure delivery of Sun Spectrum account management offerings to eligible customers, and that operational targets are achieved. A major part of this role was to ensure that any out of line situations are managed and escalated to the appropriate technical and management levels when necessary. This involved Support Services Management being reliably informed of situations liable to cause customer dissatisfaction and recommend remedial actions. I worked closely with sales teams (Global Sales Organization) to create a united Sun image to the customer, identifying new revenue opportunities for service delivery, consulting and educational services. Operate and maintain the Support Services quality procedures relating to this role, whilst acting as technical advisor or create channels for technical communication between Sun and the customer.