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Title:  Customer Reference Specialist


Research Triangle Park, NC, US, 27709

Requisition ID:  26201

Job Summary

Job Summary:

NetApp, the data authority, is seeking an exceptional Program Manager for our Customer Story Team who will report directly to NetApp’s Customer Marketing Manager. We are searching for an experienced Program Manager who has managed customer reference success projects for a Fortune 500 company. This individual will join a dynamic team of highly motivated professionals and have the opportunity to grow our customer references, develop storytelling opportunities, and help drive revenue through the creation, organization and delivery of business-critical customer reference information and assets. NetApp’s culture of excellence fosters professional growth and is best suited for goal-oriented individuals who value collaboration and can think both strategically and tactically. Success in this position will include quickly and effectively growing our customer reference program through the systematic establishment of best practices.

Key Responsibilities:

  • Identify, develop and nurture strategic relationships throughout the organization to aid in the process of developing customer reference leads and story development
  • Conduct outreach to sales and field marketing to explore opportunities for securing customer references and telling their stories
  • Identify and anticipate new ways of gathering information from the field and inside sales to stimulate a robust pipeline of promising reference asset leads
  • Drive premium access and communication with cross functional teams, to help coordinate and capture the voice of the customer
  • Collaborate closely with internal stakeholders to establish sustainable systems for reporting customer reference opportunities  
  • Enthusiastically support, actively promote and demonstrate superior understanding of customer base
  • Advise and suggest prioritization of customer story opportunities, suggest how to balance and prioritize customer story references for development using proper rationale behind weighing which opportunities to pursue
  • Own project execution from inception to closure of requisite deliverables
  • Prepare regular reports on status of multiple workstreams and remain apprised of all customer reference outreach efforts
  • Coordinate with global teams to acquire, organize and store all customer reference assets in a centralized hub
  • Alignment of efforts with IT and data solutions strategy and business needs
  • Set-up, maintain, and execute the governance model for your projects and programs
  • Prepare realistic cost and schedule budgets for development projects, including detailed, client-ready project plans, identifying milestones, resources and timelines
  • Proactively manage program stakeholder satisfaction to position and secure a customer reference and success story
  • Demonstrate adaptability and flexibility to manage deadline pressure, ambiguity and change
  • Utilize all innovative business solutions-relevant toolsets for managing and communicating project status
  • Ensure visibility and transparency of project results, budget status
  • Continuously manage communications and expectations with sales and customers
  • Communicate expectations to team members and follow-up to ensure expectations are met
  • Build credibility and trust with customers and project teams during project execution
  • Ensure all customer approvals are completed successfully
  • Be a multiplier by actively mentoring other resources within the team
  • Continually enhance existing skills and seek new areas for professional development
  • Contribute actively to project management excellence and best practices

Job Requirements

Job Requirements and qualifications:

  • Excellent communication skills, including written and oral; with the ability to present to large groups with confidence
  • Exhibit exceptional customer focus and listening
  • In addition to your “nose for a good story” discovery skills, you're a compelling writer who crafts grammatically impeccable emails and you’re just as articulate on the phone
  • 5 or more years of industry experience in working with field marketing and sales to engage customers and internal stakeholders to highlight customer successes
  • Proven ability to recognize, analyze, and take action on project opportunities as they arise
  • Ability to effectively present and evangelize the benefit of developing customer references to internal, external, customer and partner audiences
  • Cross-functional influence, relationship building, negotiation and project management skills necessary to engage a broad constituency ranging from partners, customers, sales, marketing and engineering.
  • Team player with strong drive and willing to take a leadership role in driving initiatives, working across organizations, and structuring approaches to new opportunities.
  • Ability to prioritize and manage multiple, parallel projects to deadline
  • Excellent negotiation skills with the ability to influence without authority
  • You're obsessively organized and detail-oriented
  • You possess outstanding analytical, problem-solving and multitasking skills
  • You’re proactive in identifying new opportunities, solving problems, and prioritizing efforts
  • You have a keen ability to warmly engage stakeholders to tease out and understand potential customer stories


Education and Experience:

  • Graduate level schooling completed in Journalism, PR, corporate communications or another related field
  • Experience with Microsoft Teams, SharePoint, Microsoft Office Suite including Word, PowerPoint, Excel, Forms, Flow preferred
  • Requires 7+ years of professional PM experience.
  • Working knowledge of best in class project management methodology
  • Minimum 5 years’ in one of, account management (sales), marketing, customer success programs, training/consulting services, or project management.
  • Proven ability to develop customer relationships and manage projects
  • Experience managing multiple deadlines simultaneously
  • Outstanding communication, listening and presentation skills
  • Proven ability leading, planning and building customer-related programs.
  • Ability to both lead and work collaboratively in teams and support all levels of the organization
  • Ability to communicate and present initiatives and make recommendations with internal stakeholders and team.
  • Must be extremely well organized, work well under pressure and be a strong problem solver
  • Adapting to business and customer strategies
  • Excited about highlighting customer success and sharing stories and customer reference assets to drive business value and improve the NetApp bottom line
  • Project Management Professional (PMP) certification preferred, required within one year of hire

Equal Opportunity Employer Minorities/Women/Vets/Disabled.

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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