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Title:  Support Delivery Manager

Location: 

US

Requisition ID:  125896

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

The Support Delivery Manager has a pivotal role within the Field Solution Support organization that will lead strategic value enhancement activities for customers. In this position, you will apply strong customer acumen and extensive support experience while working collaboratively across Global Technical Support, Customer Success, and other functions to ensure a differentiated customer outcome and experience. You will be knowledgeable about NetApp support offerings, processes, and digital tools with the ability to effectively communicate and educate customers with best practice and demonstration.

Responsibilities

  • Lead the delivery of post sales technical enablement on NetApp digital tools. Seek opportunities to identify unused feature functionality to help drive adoption and enhance user capabilities.
  • Create scalable customer support content that drives NetApp Support brand recognition through “one to many” social media posts, brown bag sessions, and TOI presentations.
  • Identify support trends and patterns that may potentially jeopardize the customer experience and collaborate with internal stakeholders to preemptively plan and communicate mitigation activities.
  • Post event review and analysis of field dispatches with goal of continuous improvement in customer facing activities for defined Strategic Accounts.
  • Represent as a Subject Matter Expert and partner with Customer Success during on-boarding activities.  
  • Attendance and participation in various cross functional stakeholder meetings, customer presentations, and other field facing activities as needed. Expectation to drive positive outcome through professional and skilled engagement.
  • Monitoring and reporting on service delivery metrics and overall performance.

Job Requirements

  • Minimum of 8-10 years in customer facing positions both in-person and leading remote meetings and presentations.
  • Demonstrated excellent customer service experience working across varying customer skill sets and management levels.
  • Ability to follow and contribute to the development and improvement of existing processes and procedures.
  • Strong aptitude for learning new technologies and understanding how to utilize and influence the use in a customer facing environment.
  • Adaptability and flexibility to shift priorities and focus areas as business needs require.
  • Solid understanding and ability to incorporate data analytics and observation skills into decision making.

Skills and Competencies

  • Strong knowledge of NetApp product portfolio and support offerings.
  • Knowledge and understanding of proprietary OS and technology such as ONTAP, SANtricity, ActiveIQ, BlueXP, and AutoSupport.
  • Proficiency with productivity social media platforms for content delivery such as LinkedIn, YouTube, Discord, etc.
  • A highly motivated self-starter that can demonstrate productivity and engagement with minimal supervision is a must.
  • Program or project management experience is desired.
  • Completion of KCS Publisher license within 6 months of hire.

Education

  • A bachelor’s degree in IT, CIS, CS, or equivalent related experience is required.
  • Typically, 8-12 years relevant industry experience.

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 [$138,225] – [$181,090]. 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).


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