Title:  Customer Success Engr

Job Summary

As customers today increasingly invest and engage in more flexible consumption models, Customer Success plays an increasingly critical role in helping customers shorten the time to value, getting our products sticky and accelerating their business outcome. The Cloud Consumption Customer Success organization plays a critical role with NetApp’s large, strategic cloud customers, leading them through the launch, migrate, optimize and scale phases of their critical cloud storage and data services adoption journey (across our hyperscaler led first party and Netapp labeled marketplace products)
 
As a Customer Success Engineer (CSE), you are the trusted technical advisor in our account team and a strategic partner to our customers. You are responsible for execution against our Customer’s commitment with Netapp (and our Hyperscaler partners Microsoft Azure, Amazon Web Services (AWS) and Google Cloud Platform(GCP)) and orchestration of cross-functional programs in delivering customer value and business outcomes. This opportunity will allow you to accelerate your career growth, leverage your technical expertise in cloud storage solutions and deepen your cloud infrastructure and industry expertise.
 

Job Requirements

•    Create impactful relationship with the Customer, NetApp, and Hyperscalers account Team (Azure, GCP & AWS).
•    Work with Customer’s stakeholders to understand and translate business requirements into technical solutions and a executable customer success plan.
•    Accelerate production level consumption through delivery orchestration by driving solution and operational health.
•    Deliver NetApp technical adoption and consumption acceleration activities (expert sessions, best practices) based on customer’s use case and workload.
•    Monitor usage trends and customer health to proactively identify challenges and/or optimization opportunities.
•    Work with account team (Client Executives, Cloud specialists, Cloud solution architect) in a Pod operating model, with the highest degree of partnership with common goal in driving consumption.
•    Proactively execute risk mitigation plans as you identify adoption and consumption goal risks.
•    Collaborate with customers & hyperscaler counterparts and identify growth opportunities through account planning, customer business reviews and delivery opportunities. Share these expansion opportunities with the sellers.
•    Share new features and roadmap, articulate how it can support the customer goals and objectives.
•    Identify adoption blockers and position relevant support & success bundles, professional services, partners and NLS (Netapp Learning Services) offerings.
 
 

Education

•    7-10 years of overall experience in enterprise cloud software/infrastructure.
•    At least 3+ years of experience in customer facing roles (CSM, Solutions consultant, Professional Services consultant, Network admin, etc)
•    Experience with Cluster Data ONTAP and Cloud Volumes ONTAP (CVO) is desired.
•    Bachelor of Science Degree in Computer Science, Information technology or a related field is desired.
•    In-depth knowledge of Public/Hybrid Cloud Infrastructure and Cloud Service Providers (GCP, Azure, AWS)
•    Azure or AWS or GCP platform certifications are desired and a big plus.
•    A strong understanding of the storage industry, private and public cloud environments, virtualization, and cloud management stacks
•    Knowledge of data center operations and cloud security is desired.
•    Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
•    Excellent communication and executive presence is required.