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Title:  Cloud Customer Success Manager

Location: 

Barcelona, ES, 08011

Requisition ID:  60341

Job Summary

As a Customer Success Manager, you will help clients realize their data fabric goals utilizing the NetApp Public Cloud Services suite of solutions. In this customer-facing role, you will enable customer champions to accelerate their time to value and you will ensure that the goals defined in the purchase process are realized. You will work collaboratively with sales, service, and product teams to drive program execution from the initial sale and throughout the customer lifecycle. You will be expected to ensure that the initial installation goes smoothly, establish a regular cadence of customer touchpoints, monitor incident reports and feature requests for timely outcomes, and generally be the customer’s advocate within the Public Cloud Services organization. This is a challenging position in a very fast-paced environment where communication will be key.  The ideal candidate will be self-motivated, a proactive contributor, and strive toward being a subject matter expert.
The goal of the NetApp Customer Success Program is zero churn; we exist to never lose a customer.
 

Essential Functions

•    Partner with Sales to understand customer purchase criteria and translate those criteria to successful product adoption
•    Engage multiple customer stakeholders to understand business needs and ensure NetApp meets those needs
•    Support the customer through the renewal of purchased products
•    Identify opportunities to expand the use of the NetApp portfolio in customer accounts
•    Build and maintain customer and internal relationships 
•    Customer-facing experience is required
•    Onboard new customers into the customer success program
•    Lead customer-facing quarterly business reviews
•    Maintain a regular cadence of customer conversations and document the outcomes of each engagement, capture the representative notes measuring customer health
•    Complete customer renewals
 

Job Requirements

•    Exceptional oral and written communication skills in English and German or French
•    Ability to work collaboratively within a distributed team environment to meet goals, while responding to changing business and technical conditions
•    Ideal candidate will have demonstrated experience in data center or cloud systems and infrastructure management solutions
•    SaaS application support or implementation experience
 

Education

•    A Bachelor of Science Degree in Engineering or Computer Science, or equivalent experience
•    Experience supporting customers through software implementations
•    Optional: Certifications from any of the following: Amazon Web Services, Google Cloud Platform, Microsoft Azure
•    Strong problem-solving, negotiation, and organizational skills
 


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