Title:  Customer Success Manager

Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences and 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

Key Responsibilities

• Establish and nurture strong relationships with customers, serving as a trusted advisor and advocate throughout their NetApp journey
• Facilitate smooth onboarding activities, collaborating with customers to create a success plan tailored to their needs
• Perform monthly health checks with customers to address challenges, identify areas for improvement, and assess product adoption
• Engage customers proactively using data insights to monitor adoption and/or utilization, guiding them toward greater success
• Keep track of the customer's assets and services while identifying/qualifying opportunities for expansion, replacement, or optimization
• Work closely with Sales, Support, and other technical teams to ensure excellent customer experience and to drive the customer success strategy with the wider account team
• Collaborate with Field Sales and Renewal Specialists to design success plans to maximize value
• Enhance our processes and playbooks to continually improve their quality, effectiveness, and efficiency by developing and sharing best practices with the team

What do you bring to the table?

• Partner with Sales to translate customer purchase criteria into successful product adoption
• Engage customers to understand their business needs and ensure NetApp meets them
• Maintain customer engagement and support throughout their product lifecycle journey
• Identify and pursue opportunities for expanding NetApp's portfolio in customer accounts
• Exceptional problem-solving, negotiation, and organizational skills
• Ability to prioritize and manage multiple tasks and activities simultaneously
• Strong understanding of IT & Data infrastructure (On-premises & Cloud)
• Competent in data storage, integrated data services, and cloud operations

Key Qualifications

• Bachelor's degree required with at least 5 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management)
• Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges
• Track record of success in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
• Technical proficiency in IT & Data Storage, to understand customer needs and leverage product capabilities or internal resources to meet those needs
• Demonstrated ability to cultivate valuable and outcome-oriented customer relationships
• Ability to work independently and collaboratively with internal and external teams
• Skilled in data analysis, providing actionable insights and making recommendations
• CSM Certification, and experience working with Gainsight and Salesforce, is a plus