Title:  Customer Success Manager

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, & 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 & nurture strong relationships with customers, becoming a trusted advisor & advocate throughout their journey with NetApp
•    Facilitate smooth Onboarding activities, collaborating with customers to co-create a Success Plan tailored to their specific needs & goals
•    Conduct quarterly success reviews with customers to assess product adoption, address challenges, & 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, refresh, or optimize their environments
•    Work closely with Sales, Support, & other Technical teams to ensure an exceptional customer experience & drive the customer success strategy with wider account team members 
•    Collaborate with Renewal Specialist & Field Sales to design success plans with the goal of value realization 
 

Job Requirements

• Strong communicator with emotional intelligence (EQ) to build relationships (including written & verbal communication skills)
• Track record of working successfully with partners & customers to achieve desired results
• Capable of handling multiple concurrent tasks, ability to prioritize & respond promptly
• Intermediate technical proficiency to understand customer needs & leverage product capabilities or internal resources to meet those needs
• Proven ability to cultivate valuable & outcome-oriented relationships with customers 
• Must be able to demonstrate proficiency in presentation & negotiation skills
• Must be a self-starter
• Skilled in data analysis, providing actionable insights, making recommendations & 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

Education

• A minimum of 3+ years of applicable professional customer-facing experience is required (Customer Success, Customer Support and/or Account Management)