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Title:  Mgr, Customer Success

Location: 

Research Triangle Park, NC, US, 27709

Requisition ID:  53130
Job Summary

We are looking for a Manager of Customer Success with a background in delivering excellent customer experiences in a high-growth, cloud-first, environments. The ideal candidate will have led teams of Customer Success Managers with portfolios including multiple Fortune 500 clients. This person will be responsible for managing and developing a team of onboarding and adoption specialists, who must speak knowledgeably with IT experts implementing storage and cloud architecture.

The key metrics for this role are focused on user engagement, product adoption, CSAT, and customer retention.

Job Requirements

Responsibilities

  • Lead and grow a team of Customer Success Managers responsible for the Public Cloud Services product portfolio
  • Create and maintain customer success playbooks spanning the onboarding, adoption, and nurture phases of the customer life cycle
  • Support development and refinement of implementation tools and practices across the Customer Success team
  • Report to the business forecasts for at-risk accounts
  • Create programs to prevent customer churn
  • Lead communication with account teams and product leaders relative to their respective accounts and products
  • Escalate risks and issues internally to NetApp management and externally to customer project management teams to resolve or mitigate risks and issues that stand in the way of product adoption
Education

Education & Experience

  • Experience having led successful Customer Success teams
  • 5+ years management experience
  • A Bachelor of Science Degree in Engineering or Computer Science, or equivalent experience
  • Experience creating customer success playbooks and customer journey maps through all stages of post-sale product adoption
  • Working storage infrastructure knowledge or related working IT experience
  • Preferred: Certifications with AWS, Google Cloud, and/or Microsoft Azure
  • Preferred: Certifications in NetApp products
  • Excellent written and oral communications
  • Ability to travel