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Title:  Senior Manager, Customer Assurance Program

Location: 

Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228

Requisition ID:  32832

 

Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

 

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

 

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary

Our Customer Assurance Program (CAP) at NetApp drives the resolution of critical customer-impacting issues and leads cross-functional teams to address customer and business challenges. The team does 'whatever it takes' to drive resolution on critical problems when normal escalations are no longer meeting the customers' expectations of NetApp. 

 

The CAP Senior Manager will lead a global team of Customer Assurance Managers to provide the highest level of escalation expertise and ownership in solving and preventing critical problems for our customers and NetApp.

Job Requirements

Your responsibilities will include:

  • Be the customer advocate with an intense focus on their success 
  • Establish and drive the CAP strategy in collaboration with the CAP leadership team
  • Lead cross-functional problem management and resolution with a high degree of situational leadership and risk management 
  • Identify repeat/systemic trends/issues and drive preventative actions to fix the underlying causes of customer escalations
  • Interface directly with the most senior leaders of our customers as well as our NetApp executives
  • Build and grow strong working relationships with key senior functional stakeholders in Services, Sales, Engineering, Operations, PR, Supply Chain and Legal
  • Identify and lead ways to optimize organizational inefficiencies while improving productivity across multiple workstreams
  • Leverage escalation experience and knowledge of processes and tools to coach the team members to ensure operational excellence
  • Be responsible for employee development and top talent succession plans in support of business continuity
  • Create a cultural environment which enables team collaboration, promotes critical thinking, innovative ideas, and empowers the team members to play to their strengths
  • Be a living example of CAP’s ‘whatever it takes’ culture as well as NetApp’s culture, integrity and ethics
Competencies
  • Leads cross-functional teams to drive the resolution of critical customer-impacting issues 
  • Identifies trends, patterns from data and experiential engagements and derives actionable insights which influence functional leadership to address underlying problems
  • Demonstrates high level of executive presence, exceptional business acumen and technical knowledge   
  • Guides and coaches the Critical Case Managers in assessing the business risks and the optimal resolution for very complex customer issues 
  • Remains calm under pressure and is comfortable dealing with ambiguity, tension, conflict, and unpredictable workloads
  • Represents NetApp to our customer executives, doing the right thing for the customer as well as for NetApp
  • Demonstrates the ability to be diplomatic yet assertive when necessary
  • Delivers results and ensures goals, schedules, and performance requirements are met
  • Operates in a fast-paced agile environment with a high sense of urgency and demonstrates the ability to make quick decisions on how we respond to our customers' critical situations
  • Exercises judgment, within broadly defined practices and policies, in selecting methods, techniques and evaluation criteria for obtaining results
  • Embodies a "whatever it takes" attitude to remove obstacles, gain buy-in and convey the utmost urgency for any situation
  • Ensures thorough and ongoing performance management, development plans and talent pipeline for the team
  • Has the ability to lead change in an inclusive manner and the desire to bring the best combination of skills together in a team
Desired Experience
  • 15+ years work experience in the high-tech industry
  • Experience working within Critical Accounts or Customer Assurance organizations 
  • Strong technical/engineering background, understanding of the product development processes as well as the customer lifecycle
  • Experience working effectively with successful transformations by instilling in the organization a bias for action
  • 10+ years of management experience
  • Proven record of leading globally distributed teams
Education

BS/BA and a minimum of 10-12 years of related experience, or equivalent combination of applicable education/training/certifications and relevant industry experience required. 

Prior experience as a people manager with direct reports in a related environment required.

 

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

 

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

 

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.  We provide comprehensive medical, dental, wellness and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.  

 

Join us and see what empowerment can do. 

 

 

Equal Opportunity Employer Minorities/Women/Vets/Disabled


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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