Support Account Manager

About the Role

Key Responsibilities

• Coordinate with Sales Channels as the focal point for all post-sales account related activities.
• Proactively engage with customers to support their SAN infrastructure, understand current and future requirements, and mitigate project risks.
• Schedule and provide regular Customer Operational Reviews to assigned Premier Accounts.
• Manage critical or high-visibility situations, project managing account recovery activities, and delivering status updates and post mortem documentation.
• Work closely with customers to understand and document their SAN Fabric design, interoperability matrix, and future growth projections.
• Respond promptly to customer needs and actively engage on all customer events as the lead on communication.
• Ensure accuracy of customer inventory, support contract renewals, and collaborate with Sales Teams for account growth.
• Analyze customer operating environment reports, provide recommendations, and drive actions.
• Develop and maintain Brocade customer operational procedures documentation.
• Maintain knowledge of networking protocols, Ethernet troubleshooting, and industry trends.

Requirements

• BS degree with a minimum of 12 years of relevant experience, or MS degree with a minimum of 10 years of relevant experience.
• Minimum 3-5 years of experience in a senior client-facing role at a technology company.
• In-depth knowledge of networking technologies, protocols, and preferably storage area networking (SAN).
• Understanding of SNMP monitoring and management.
• Experience with SAN products, especially Brocade SAN solutions, and implementing monitoring tools.
• Customer-focused with a proven record of developing successful relationships with customers.
• Proficiency in MS Office and Google Suite.
• Experience managing complex IT projects and adapting to new technologies.
• Excellent verbal and written communication skills, problem-solving, planning, and organizational skills.
• Additional language skills (spoken business level) are a plus.
• Experience with Open SSL, certificate implementation, Linux, and Windows server environments.

Nice to Have

• Brocade associate and professional certifications.
• Experience with current generation SAN products and customization of monitoring features.
• Physical ability to frequently use mouse, keyboard, and phone, and occasionally lift objects.

Qualifications

• BS or MS degree in Computer Science, Electrical Engineering, or Computer Engineering.

Benefits & Perks

• Annual base salary range of $106,900 - $171,000.
• Discretionary annual bonus and equity in accordance with company plans.
• Comprehensive benefits including medical, dental, and vision plans.
• 401(K) participation with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Paid holidays, sick leave, and vacation time.
• Paid Family Leave and other leaves of absence in accordance with law.