Title:  Senior Manager, Customer Success

Job Summary

The Cloud Customer Success team’s charter is to ensure our customers maximize value and satisfaction from their cloud investments. Our team provides proactive guidance and strategic insights to help customers optimize their cloud infrastructure, enhance performance, and drive business growth. By focusing on our customers' success, we build long-lasting relationships, reduce churn, foster loyalty, ultimately contributing to our customers' sustained success and competitive advantage in the market.

Job Responsibilities

As the Senior Manager of Azure Americas Cloud Customer Success, you will be leading the Americas team of customer success managers and engineers focused on our Azure Cloud business.

• You will manage a team and drive adoption and consumption motions for the Azure Americas Cloud customers for our 1st and 3rd party solutions and services.
• You will develop both long-term strategies and shorter-term tactics to meet expansion and revenue goals while maintaining profitability and improved customer business outcomes & value realization for our Azure Americas business.
• This role will lead a regional team focused on maintaining and growing customer retention and investment in NetApp’s cloud portfolio.
• Key performance indicators include revenue growth rates, storage capacity, customer health, customer engagement, customer milestones, Time to Value, CSAT trends, organic growth, etc.
• The successful candidate will be results-driven, customer-focused, tech-savvy, and skilled at building internal relationships and external partnerships to accomplish these goals. They should be able to thrive in challenging and unprecedented times, motivate and inspire a team while anticipating market changes, and act on them quickly.
• The customer success team is comprised of high-energy individuals and leaders who are passionate about building relationships and helping customers realize value from their cloud investment(s). This team is committed to bringing the right people together with the intention of securing and growing NetApp revenue by driving improved Customer satisfaction, net promoter score(s), and raising customer propensity to renew and expand their investment in NetApp’s cloud portfolio.

Job Requirements

• Proven track record as a leader of customer success/engineering teams with a track record of exceeding assigned quotas and key performance indicators across multiple years.
• Ability to develop successful relationships with external customers, understand their business cases and/or journey maps, and raise their propensity to invest in the NetApp portfolio.
• Proven track record of driving cloud consumption by helping customers adapt to changing business climates, including influencing go-to-market strategies, team enablement, and organizational change management.
• Demonstrated experience working with a distributed go-to-market team of sales, operations, channel/partner, systems/sales engineering, professional services, customer support, and IT teams to deliver results.
• Experience with target solution (up/cross) selling, and/or consultative sales techniques.
• Experience developing budgets and forecasting costs to drive business outcomes.
• Passion for articulating how technology products and solutions solve business problems.
• Skilled at business planning and diligent at measuring and communicating progress towards quarterly/annual growth plan, identifying roadblocks, and coming up with appropriate solutions.
• Ability to work effectively in a dynamic and changing environment, while taking the initiative, staying organized and motivated, and maintaining excellent follow-up, is required.

Education

• Bachelor’s Degree (BA/BS) from a four-year college or university or equivalent experience is required. A Master of Science Degree in Computer Science or an MBA is desirable.
• 12+ years of related experience required.
• 5+ years in customer success management/engineering roles is required

• 5+ years of relevant people management experience with direct reports required