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Title:  VP, Support & Services EMEA

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  29197

 

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.

Job Summary

NetApp is the data authority for hybrid cloud. We provide a full range of hybrid cloud data services that simplify management of applications and data across cloud and on-premises environments to accelerate digital transformation. Together with our partners, we empower global organizations to unleash the full potential of their data to expand customer touchpoints, foster greater innovation and optimize their operations.

NetApp is a Fortune 500 company with $5.91B in revenue and over 10,000 employees across the globe. 

The VP, Support & Services will be responsible for building and leading a world-class services organization while partnering closely with the greater Customer Success team and Sales. This role will be expected to provide our customers with high quality product implementations and scalable, effective onboarding services by leading four teams of customer-centric support and services experts. 

The VP of Support & Services must understand the roles and processes within project management, support, implementation, and onboarding. This individual will be expected to motivate the Services organization and lead team members through the changes inherent to scaling a fast-growing, innovative company. 

You should be an experienced leader with a demonstrated track record in (1) hiring and retaining top talent, (2) coaching team members and investing in their professional development (3) improving and scaling internal processes and (4) driving continuous change to improve the NetApp customer experience. The VP of Support & Services will report into the SVP & GM WW Services & Support.

 

 

 

Job Requirements

Responsibilities:

  • Leadership of the Support and Services organization. Teams include Implementation Engineers, Support Engineers and two Onboarding teams with Consultants and Project Managers.
  • Implementing and making all NTAP customers successful.
  • Consistently inspiring a group of high performing, high potential employees
  • Partnering closely with the Customer Success and Sales organizations
  • Creating and maintaining internal processes in order to measure and manage the risk of the NTAP customer business, ensuring predictable customer success in every project.
  • Managing a sustainable capacity planning process. Accountable to bookings, revenue and margin targets.
  • Establishing an education strategy for the support and services organization to ensure necessary training for new hires and existing team members.
  • Drive customer success outcomes including increasing customer retention and reducing churn, as well as influencing future customer lifetime value through higher product adoption and customer satisfaction.
  • Collaborate with cross-functional partners, aligning with product and marketing to drive a shared vision for the customer, while ensuring an effective customer feedback loop.
  • Hire and retain top talent.

Education

Required Skills/Experience:

  • An Executive with 10+ years of leadership experience within technology solutions companies across organizations such as Professional Services, Sales, Pre-Sales, Customer Success, Support and Project Management.
  • Tactical experience with Saas software implementations required. Experience in marketing and advertising technologies preferred.
  • Demonstrated ability to navigate between the business and technical domains of a software implementation project, providing leadership in both.
  • Strong operational, analytical, problem solving and communication skills
  • Team player that is self-motivated, collaborative, proactive, coachable and compassionate.
  • Demonstrated desire for continuous learning and improvement
  • Strong customer relationship skills and ability to focus on multiple customer needs simultaneously.
  • Ability to manage and influence through persuasion, negotiation, and collaboration
  • Strong commitment to success of customers combined with a passion for exceeding NTAP business targets.

 

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.

 

Join us and see what empowerment can do. 


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