Customer Success Manager

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Job description

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

"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 & 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.

As a Customer Success Manager, your responsibilities include:

• 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 quarterly success reviews 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 and services while identifying/qualifying opportunities to expand, refresh, 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 Specialists & Field Sales to design success plans with the goal of value realization

This person must be located in the Raleigh/Durham/Chapel Hill area of Nort Carolina

Job Requirements

• Strong communicator with emotional intelligence (EQ) to build relationships (including written & verbal communication skills)
• Track record of working successfully with partners and customers to achieve desired results
• Capable of handling multiple concurrent tasks, ability to prioritize and respond promptly
• Intermediate 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 relationshipswith customers
• Must be able to demonstrate proficiency in presentation and negotiation skills
• Must be a self-starter
• Skilled in data analysis, providing actionable insights, making recommendations, and identifying new opportunities for growth
• Proficiency in MS Office required with Excel as a focus; experience with Salesforce, Gainsight, PowerBI, and/or Tableau is a plus
• Willingness to move for career opportunities is desired

Education and Experience

• Typically requires a minimum of 5 years of applicable professional customer-facing experience (Customer Success, Customer Support, and/or Account Management)

Compensation
The salary range for this position is $148,000 - $181,000 total on target earnings and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

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?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.

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