Job Summary
As customers today increasingly invest and engage in more flexible consumption models, Customer Success plays an increasingly critical role in helping customers shorten the time to value in achieving business outcomes. The Cloud Consumption Customer Success organization plays a critical role with NetApp's large, strategic cloud customers, leading them through the launch, migrate, optimize, and scale phases of their critical cloud storage and data services adoption journey (across our hyper-scaler led first party and NetApp labeled marketplace products)
As a Customer Success Engineer (CSE), you are the trusted technical advisor in our account team and a strategic partner to our customers. You are responsible for execution against our customer's commitment with NetApp (and our Hyper-scaler Partner, Amazon Web Services (AWS) including orchestration of cross-functional programs in delivering customer value and business outcomes. This opportunity will allow you to accelerate your career growth, grow and leverage your technical expertise in cloud storage solutions and deepen your cloud infrastructure and industry expertise.
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As a CSE, you will be engaged in developing foundational relationship with key customer personas (IT directors, Line-of-business (LOB) leaders, Storage, and networking experts) and technical professionals to enable high quality & performance of IT workloads using the partnership with account team leaders, Global SI, Hyper-scaler ecosystem partners. You will be proactively defining customer success plans, success milestones and proactively orchestrating the same. You will help align consumption strategies to the customer's business and implementation priorities.
As a CSE, you will utilize your customer engagement, evangelization, cloud adoption technical expertise and expectation management skills to provide the highest personalized and proactive enterprise-class customer success experience.
Job Requirements
Customer relationship & engagement
- Create impactful relationships with the Customer, NetApp, and AWS Hyper-scaler account teams, CSMs and TAMs. You will become intimately acquainted with the customer's business requirements, technical needs, solutions, environment, and service delivery.
- Work with Customer's stakeholders to understand and translate customer business requirements into technical solutions and an executable migration plan.
- Accelerate production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and complex customer organizations across various segments.
Proactive Project delivery alignment
- Provide guidance and best practices to support the development of a cloud adoption and consumption success plan.
- Deliver NetApp technical adoption and consumption acceleration activities (enablement sessions, best practices) based on customer's use case and workload defined.
- Ensure the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud storage solutions to manage change and continue to grow in the cloud.
- Monitor usage trends and customer health to proactively identify challenges and/or optimization opportunities.
Account Management
Work with account team (Client Executives, Cloud specialists, Cloud solution architect) in a Pod operating model, with the highest degree of partnership with common goal in driving consumption.
Lead a monthly account pod review session to drive alignment on consumption goals, milestones, and customer engagement strategies. Proactively execute risk mitigation activities as you identify adoption and consumption goal risks.
Collaborate with customers & hyper-scaler counterparts and identify growth opportunities through account planning, customer business reviews and delivery opportunities, submit those expansion opportunities with the sellers.
Technical Evangelization
Leverage all technical expertise and enablement to act as a technology advisor and visionary, help connect business to technology, also help customers connect with product management experts.
Share new features and roadmap, articulate how it can support the customer goals and objectives.
Identify adoption blockers and position relevant support & success bundles, professional services, partners and NLS (NetApp Learning Services) offerings.
Education and Skill Set
- 5-7+ years of enterprise cloud software experience is required.
- At least 5-7+ years of experience in customer facing roles like CSM/CSE/CSA or solutions consultant or professional services delivery manager or Network administrator.
- Bachelor of Science Degree in Computer Science, Information technology or a related field is desired.
- In-depth knowledge of Public/Hybrid Cloud Infrastructure and AWS.
- AWS Cloud Practitioner, AWS Cloud Solution Architect and Storage Badge Certifications are highly desired.
- A strong understanding of the storage industry, private and public cloud environments, virtualization, and cloud management stacks is important.
- Prior experience in storage administration including Clustered Data ONTAP and Cloud Volumes ONTAP (CVO) is highly desired.
- Knowledge of data center operations and cloud security is desired.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
- Experience demonstrating a significant level of expertise in technical specifications required to sell NetApp Cloud products and services is desired.
- Excellence in project management and analytical thinking is required.
- Excellent communication and executive presence are required.
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