Job Summary
The Technical Account Manager (TAM) Technical Analyst combines strong relationship and technical competencies to deliver the highest level of service to internal and cross functional teams and the end customer, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer’s operations. The TAM Technical Analyst will collaborate with the lead TAM on the account by generating and analyzing reports, preparing customer facing review material, cross referencing best practice recommendations including interoperability matrix (IMT), and performing bug scrubs. Under the guidance of the lead TAM, TAs may be required to review reports and provide guidance and recommendations to end customers. In partnership with the lead TAM and the account team, the Technical Analyst actively drives pre-emptive and preventative recommendations which are tailored to the customer’s business needs and technical environment, built on NetApp’s AutoSupport technology.
The TAM Technical Analyst role is critical to NetApp’s continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty. Essential Functions: The TAM Technical Analysts work with NetApp customers and Account/Sales Teams, by providing expertise in the following areas: • Responsible for generating, analyzing, and reporting customer data from various enterprise sources. • Provide informed strategic planning, storage support best practices and upgrade advice. • Understands the customers' setting and apply NetApp knowledge to improve the overall support experience. • Maintain customer install base information in NetApp system of record up to date. • As needed, partner with lead TAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations. • Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, TAM consults an