What are the responsibilities and job description for the Customer Success Manager position at NetApp?
About NetApp
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
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 Renewal, you will
play a crucial role in establishing NetApp as a trusted partner in their success.
* 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.
* Bachelor's degree required with 2-5 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 may be required in for CSM roles in specific areas
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.
USA Residents Only:
The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $120,000 - $175,000. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), sick time, leave of absence as per the FMLA and other relevant leave laws, Company bonus/commission, employee stock purchase plan, and/or restricted stocks (RSU's).
Equal Opportunity Employer Minorities/Women/Vets/Disabled.
Salary : $120,000 - $175,000