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Title:  Critical Assurance Program Manager


Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  34199
Job Summary

The Critical Assurance Program Manager (CAP Mgr.), within the Quality organization, will own, manage, and drive resolution of the highest level of critical customer escalation at NetApp by building and leading an interdepartmental, cross functional, and geographically dispersed NetApp virtual team. These escalations typically involve multiple product and/or service-related issues that are jeopardizing the NetApp business relationship and/or sales opportunities with key customers. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact

This individual contributor position requires a strong leader able to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-functional coordination

The Critical Assurance Program Manager (CAP Mgr.) role involves working individually and as part of a team committed to providing the highest level of Support to our Customers. You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal. Must have a strong customer service orientation, good technology background, and great interpersonal skills to work with important customers in high pressure, time-sensitive situations where customer satisfaction is the ultimate goal.

Essential Functions/Key Responsibilities
  • Take ownership and responsibility of issues at critical accounts: engage sales, business units, technical support, engineering and other internal organizations as necessary, to expedite resolution of critical issues
  • Identify internal resources to create cross-functional and geographically dispersed virtual teams to resolve the critical issues
  • Formulate action plans and manage all communications to executive staff, sales team, and other invested parties
  • Resolve issues by facilitating engagement with management teams and other resources, spanning all organizations within NetApp
  • Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
  • Facilitate communication between virtual teams internally, as well as with customers
  • Identify systemic and pervasive issues related to products and/or processes and drive/feed these to the appropriate internal organizations in order to promote continuous improvement
  • Program/project management of critical issue sets for large enterprise class customers in a cross-functional environment that includes working with sales, customers and partners to resolve complex and critical issues
  • Demonstrated ability to work through existing teams and business processes to resolve customer problems, balancing process and process-exception to meet objectives
  • Excellent verbal and written communication skills
  • Strong capacity for Influencing, negotiating and delegating efforts
  • Demonstrated technical knowledge and/or background in NAS, SAN, Networking, UNIX/Linux, Windows
  • Creative thinking, adaptability and versatility
  • Drive shift-based escalations that have become disruptive for TSC management
  • Collaborate with field organizations including Sales, Professional Services and NetApp Partners to execute on bringing customer escalations to timely resolution through prioritization and resource identification.
  • Work with the Technical Support Centers to identify the correct level of required technical resources required to resolve customer escalations
  • Ensure thorough handovers of customer escalations to oncoming shifts
  • Track and record customer escalation types to provide data for identification of systemic issues
  • Recommend and partner with TSC leadership and applicable partners to improve NetApp Technical
  • Support processes and drive corrective action related to any gaps/failures
  • Participate in special projects as necessary with Tech Support and other cross-functional teams. Develop and use collaborative relationships to solve problems
  • Establishes clear ownership and provides appropriate level of communication and reporting to all relevant stakeholders including executive levels 
  • Set high standards of performance and customer service for self and others on the team
  • Foster innovative solutions in work situations and ensures that the customer perspective is the driving force behind business decisions and activities
Key Interactions/Relationships

In leading the virtual team, you will liaise with and work across various NetApp functional organizations and business units, and with all levels of the company; from Support, Services, Sales, product management and development engineers to management and corporate executives. This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within NetApp to get the job done.

  • Experience in escalation management and conflict resolution.
  • Excellent ability to listen to and understand customer frustration points and translate them into positive outcomes.
  • Team oriented with the goal of collaboration on the customer’s behalf.
  • Experience in the storage industry is desirable
  • Strong organization skills with ability to multi-task in high stress situations
  • Exceptional written and verbal communications skills.
  • Requires flexible hours, and ability to handle high stress customer situations
  • This individual should have some experience or exposure to:
    • Customer support and working with customers in high stress situations on complex problems.
    • Process and methodology to solve broad issues
  • This individual should have a working knowledge of: 
    • NAS and/or SAN storage and surrounding infrastructure 
    • Network architectures including the roles of routers, switches and protocols 
    • Microsoft Enterprise operating systems and applications 
    • NetApp applications software 
    • RAID and storage systems 
    • UNIX/LINUX/AIX/HP-UX configuration and administration 
    • Data ONTAP operating system and NetApp clustering 
    • Virtualization technologies 
    • Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server are desired.
Education & Experience
  • A minimum of 8 years of experience as an individual contributor and a minimum of 4 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required
  • A Bachelor of Science in Engineering, Computer Science, Associates degree or equivalent related experience is required.
  • Demonstrated ability to manage multiple tasks
  • Ability to manage multiple, critical projects is required.

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