Title:  Customer Assurance Program Manager

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  88201

Job Summary

The Customer Assurance Program (CAP) is a global independent team of escalation managers who are the ultimate customer advocates within NetApp and represent the highest level of escalation at NetApp. We drive an elevated response to critical customer issues, strengthening customer relationships and creating a culture of continuous improvement for NetApp and our customers. 
 
The CAP Manager will own, manage, and drive the resolution to complex technical and business issues 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. The key to success is a strong situational leadership together with coordination of resources and communication of the issues that have company-wide visibility and significant business impact. 

Job Requirements

  • Be the customer advocate with an intense focus on their success 
  • Lead cross-functional problem management and resolution with a high degree of situational leadership and risk management 
  • Effective, concurrent management of several escalations, tasks or projects, many of which can be complex and urgent in nature and may span multiple companies/suppliers
  • Create and lead virtual, distributed, cross functional teams supporting complex escalations - typically across multiple locations, time-zones, cultures and seniority levels
  • Confidently lead and expedite the closure of any type of complex customer escalations
  • Identify complex technical issues, develop insight into, and solutions for those challenges and gain acceptance and commitment from others
  • Lead the creation of the resolution plan, effectively driving it from start to completion, identifying potential risks and possible mitigation plans with consideration given to time, cost and long-term customer satisfaction
  • Effectively communicate the status of the escalation, in verbal and written form, to wide multicultural diverse audiences at all levels of NetApp, partners, and customers using appropriate media and language
  • Recommend improvements or development of processes or infrastructure changes in support of problem prevention across all NetApp organizations
  • 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
  • Be a living example of CAP’s ‘whatever it takes’ culture as well as NetApp’s culture, integrity and ethics

Education

  • Ability to quickly understand the landscape of an escalation and adapt to changes as they evolve
  • Executive presence and excellent verbal and written communication skills with high quality deliverables to senior leadership
  • Diplomatic, assured, calm under pressure and timely in verbal communication regardless of audience or issue complexity
  • Ability to evaluate and communicate financial/ business implications of decisions made during the CAP engagements
  • Ability to draft technical action plans, reports and root cause analysis for VPs and SVPs of NetApp and customer organizations
  • Excellent knowledge and application of processes with the ability to create/modify and improve processes
  • Strong time management skills and the ability to manage multiple complex issues simultaneously, across multiple time zones
  • Take personal responsibility, and hold others accountable for results
  • Demonstrate both empathy and assertiveness when conveying a need and communicating challenging decisions
  • Flexible in fast-paced, volatile situations
  • Proven track record of influencing the resolution of more complex situations
  • Ability to influence senior leadership and customer towards a win-win agreement to achieve successful outcomes 
  • Ability to position, message, contain and restore trust externally with customers at all levels
  • Resourceful and innovative approach to risk assessment, problem solving and decision making 
  • Creative thinking, adaptability and versatility
  • Comfortable dealing with ambiguity, tension, conflict, and unpredictable workloads
  • Embody a "whatever it takes" attitude to remove obstacles, gain buy-in and convey the utmost urgency for any situation


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