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Title: Sr Director, Americas Technical Support

Location:

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

Requisition ID: 125981

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

About Technical Support at NetApp:

NetApp’s worldwide Technical Support team is a global network of NetApp employees and partners. Our singular mission is to ensure we deliver predictable and consistently high-quality customer experience at every touch point and customer success. We work with our customers to provide post-sales technical support both remote and on-site field support, build relationships, learn about their businesses, and drive value-based results.

About The Position:

NetApp is looking for a highly effective enterprise support services leader to become the Sr. Director of AMERICAS Region. She/he will be joining the global technical support leadership team and will be reporting to VP Worldwide Customer Support Delivery. As the AMERICAS Technical support leader, this role will have responsibility for leading the USA Technical Support Centers (TSC) and support teams. The Sr. Director will have the ability to marshal all resources to address any customer satisfaction, and support issues within their region, resulting in clear accountability, consistent support service, and one face to the customer.

This role also carries the lead responsibility for orchestrating Customer Satisfaction through alignment with sales and pre-sales teams, professional services, and wider NetApp teams — all of which are critical to the company’s short and long-term success.

As a Sr. Director of Technical Support, you will utilize strong management and technical competencies to understand regional customer needs, set objectives and develop strategies for delivering high quality customer experience. You will be responsible for translating world-wide technical support strategies to regional execution plan, setting department goals, and responsible for effective execution for ensuring successful achievement of organizational goals.

This opportunity can be located in Research Triangle Park (RTP), NC, or Wichita, KS.

Additional Information:

Ideal experience includes:
•   Broad-based enterprise technical support professional with 15+ years of experience leading a support services organization with cross geographic international customer base
•   Proven track record of developing, growing, and managing support services and customer success organization.
•   Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success.
•   Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM, Knowledge Centered Support (KCS)
•   Ability to build deep relationships with executives across all AMERICAS Geography, and beyond
•   Demonstrated success in building support services, Customer Engagement, and Partner Engagement function
•   Proven track record working with Product Management and product engineering to deliver improved product supportability and improved customer experience
•   A strong understanding of Hybrid Cloud technology and experience in Cloud Software support is desirable.
•   Proven experience in building and leading a global or AMERICAS regional large support delivery organization
•   Excellent knowledge of product lifecycle, tools, processes, and operations planning.
•   Track record of successfully collaborating with sales teams
•   Demonstrated ability to manage multiple, critical projects is required.
•   Must be open to 20-30% regional/global travel with close alignment with customer base in North America

Job Requirements

•   This position oversees a major segment of work within a broad functional area for geographical areas like the North America Region (USA, Canada, Latin America)
•   The focus of this role is on translating functional strategies into operational plans and priorities. Work collaboratively with other senior managers to establish plans and objectives.
•   Develop budgets/AOP for approval and manage to approved budget
•   Create a predictable and consistent high-quality customer experience by developing and scaling methodologies and best practices.
•   Utilize expertise and experience in areas of technology, project management, and people management to actively lead regional and global initiatives and programs at the strategic level.
•   Ensure best-in-class customer experience and transformational impact through the adoption of digital support platforms and tools.
•   Focus on customer intimacy – deliver positive impact and value adds to a customer’s business by understanding customers’ key business issues and opportunities.
•   Translate customer feedback, infer trends from customer issues on product, and collaborate with product engineering organization to influence product quality and supportability improvement.

•   Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed.
•   Build and nurture regional exec-level relationships across the region to solidify support partnerships and commitment to the customer.
•   Work closely with the Sales/Solution Engineering (SE) organizations to develop and execute customer experience improvement plans and strategies.
•   Overachieve operational metrics.
•   Work closely with global customer support delivery community leaders to ensure that local enablement needs are clearly understood and part of broader enablement plans.
•   Grow and manage a strong hybrid cloud technical support team for the region with a focus on making every customer in the region as successful as possible, resulting in continued loyalty to NetApp.
•   Mentor and coach team members, hire and develop key talent, and manage performance.
•   Ability to work globally in a highly collaborative environment, with the ability to excel in a highly matrixed environment

Interaction:
•   This individual must demonstrate strong leadership skills by establishing clear goals, objectives, and priorities that communicate the organization’s vision.
•   Works with Senior Management and Vice President level employees across functions.
•   The position reports to the Customer Support Delivery Vice President.

Education

Typically requires a minimum of 15 years of related experience, inclusive of strategic and people management oversight

#LI-DNI

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer 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. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.

USA and Canada Residents Only:

The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $232,000-$282,000. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), sick time, leave of absence as per the FMLA and other relevant leave laws, Company bonus/commission, employee stock purchase plan, and/or restricted stocks (RSU’s).