Title:  Customer Success Manager

Job Summary

As customers invest in flexible consumption models, Customer Success is crucial for achieving business outcomes. The Cloud Customer Success team guides NetApp's strategic cloud customers through launching, migrating, optimizing, and scaling their cloud storage and data services.

As a Cloud Customer Success Manager (CCSM), you will use your customer engagement, cloud adoption technical expertise, and expectation management skills to offer personalized enterprise-class customer success. You will help clients achieve their data fabric goals with the NetApp Cloud Services solutions, building trust and transparency while advocating for the customer. Your strong customer service skills and technical knowledge of NetApp products enable you to suggest additional offerings. This role demands excellent communication and organization in a fast-paced environment. The ideal candidate is self-motivated, proactive, and aims to be a subject matter expert. With the goal of zero churn, the CCSM covers a region and set of accounts, reporting to a Manager of Cloud Customer Success.

You will execute against customer commitments with NetApp and Hyper-scaler Partners (Microsoft Azure, Amazon Web Services, Google Cloud Platform), coordinating cross-functional programs to deliver value and business outcomes. This position offers career growth, technical expertise in cloud storage solutions, and deepening cloud infrastructure and industry knowledge.

Job Requirements

Essential Functions

• Cultivate valuable, outcome-oriented relationships with customers, serving as a trusted advisor with NetApp.
• Onboard customers, assist in solution deployment and collaboratively create customized success plans.
• Perform regular service reviews and health checks to evaluate adoption and improvements.
• Monitor usage trends and customer health to identify challenges, expansion and optimization opportunities.
• Collaborate with account teams, cloud specialists, and solution architects towards common goals delivering customer value and business outcomes.
• Share best practice, improve overall processes and customer experience.

Job Requirements

• The ideal candidate will possess demonstrated experience in SaaS application support or implementation, as well as data center or cloud systems and infrastructure management solutions.
• Technical proficiency is required to understand customer needs and effectively utilize product capabilities or internal resources to meet those needs.
• Candidates must exhibit strong problem-solving, negotiation, and organizational abilities.
• Effective communication skills and emotional intelligence are essential for building relationships and addressing customer challenges.
• A proven track record of success in fast-paced and dynamic environments, with the ability to manage multiple tasks and adapt to changing requirements, is necessary.
• Proficiency in data analysis, providing actionable insights, and making recommendations is required.

Skills and Competencies

• At least 3 years of experience in customer-facing roles such as Customer Success Manager, Customer Support Engineer, Customer Service Advisor, Solutions Consultant, Professional Services Delivery Manager, or Network Administrator.
• A strong understanding of the storage industry, private and public cloud environments, virtualization, and cloud management stacks is necessary.
• Certifications in Azure Fundamentals, Google Cloud, and AWS Cloud Practitioner Associate are preferred.
• Prior experience in storage administration, including Clustered Data ONTAP and Cloud Volumes ONTAP (CVO) is a plus.
• Strong ability to learn new technologies and apply them in a customer-facing environment.
• Excellence in project management and analytical thinking is required.
• Excellent communication and executive presence are required.
• Experience with Salesforce is advantageous.
• A proactive attitude and capability to work independently and collaboratively with other remote teams globally are essential.