Customer Success Manager

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

“At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization.” -George Kurian, CEO

Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences and ensuring the achievement of business outcomes for our valued clients. By driving deep value realization, fostering strong product adoption, and promoting overall customer Retention, you will play a crucial role in establishing NetApp as a trusted partner in their success.

Activities

• Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate throughout their journey with NetApp.
• Facilitate smooth onboarding activities, collaborating with customers to co-create a success plan tailored to their specific needs and goals.
• Conduct monthly health checks with customers to assess product adoption, address challenges, and identify areas for improvement.
• Proactively engage with customers using data insights to monitor adoption and/or utilization, guiding them to recognize greater value
• Maintain the customer inventory of assets & services while identifying/qualifying opportunities to expand, replace, or optimize their environments.
• Work closely with Sales, Support, and other Technical teams to ensure an exceptional customer experience and drive the customer success strategy with wider account team members
• Collaborate with Renewal Specialist and Field Sales to design success plans with the goal of value realization
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and playbooks.

Business Objectives

• Successful Retention of customer’s workloads on NetApp’s portfolio
• Grow NetApp’s footprint by expanding current workloads and developing customer advocacy
• Improve customer satisfaction and maintain high level of strong customer experience

Key Performance Indicators

• Sales Revenue; Expansion sales / add-ons (District Level)
• In Quarter Retention Rates
• Customer heath and adoption scores

Who you work with

• End-User Customers
• Client Executives / Renewal Specialist
• Specialists
• Channel Partners / Distributors
• CS Excellence
• Other HC & Cloud CSMs
• Professional Services / NetApp Learning Services
• CX/ Data Science Team
• Sales Development Reps

How you work with them

• Regular interaction & handshake moments with account teams and partners
• Own the success planning and Territory Reviews to ensure an effective strategy with Renewal Specialists & Account Team(s)
• Involve Specialists into customer conversations at the right time.
• Collaborate on process improvement
• Highlight and build plans to drive utilization and expansion of services- PS, Training, & Support.
• Partnership with CX to uncover customers primed for expansion/Renewal or high churn propensity.
• Collaborate with other CSMs to ensure full customer coverage globally

Qualifications:

• 3- 5 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management) Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges
• Track record of success in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
• Technical proficiency to understand customer needs and leverage product capabilities or internal resources to meet those needs
• Proven ability to cultivate valuable and outcome-oriented relationships with customers
• Capable of working independently and collaboratively with global internal and external teams
• Skilled in data analysis, providing actionable insights, and making recommendations
• Proficiency in MS Office required; experience with Gainsight and Salesforce is a plus
• Language proficiency : French & English

Equal Opportunity Employer:

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

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite 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. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.

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