Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences & ensuring the achievement of business outcomes for our valued clients. By driving deep value realization, fostering strong product adoption, and promoting overall customer retention, you will play a crucial role in establishing NetApp as a trusted partner in their success.

As a Customer Success Manager, your responsibilities include:

• Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate throughout their journey with NetApp
• Facilitate smooth onboarding activities, collaborating with customers to co-create a Success Plan tailored to their specific needs and goals
• Conduct quarterly success reviews with customers to assess product adoption, address challenges, and identify areas for improvement
• Proactively engage with customers using data insights to monitor adoption and/or utilization, guiding them to recognize greater value
• Maintain the customer inventory of assets and services while identifying/qualifying opportunities to expand, refresh, or optimize their environments
• Work closely with Sales, Support, and other Technical teams to ensure an exceptional customer experience and drive the customer success strategy with wider account team members
• Collaborate with Renewal Specialists & Field Sales to design success plans with the goal of value realization

• Strong communicator with emotional intelligence (EQ) to build relationships (including written & verbal communication skills)
• Track record of working successfully with partners and customers to achieve desired results
• Capable of handling multiple concurrent tasks, ability to prioritize and respond promptly
• Intermediate technical proficiency to understand customer needs and leverage product capabilities or internal resources to meet those needs
• Proven ability to cultivate valuable and outcome-oriented relationshipswith customers
• Must be able to demonstrate proficiency in presentation and negotiation skills
• Must be a self-starter
• Skilled in data analysis, providing actionable insights, making recommendations, and identifying new opportunities for growth
• Proficiency in MS Office required with Excel as a focus; experience with Salesforce, Gainsight, PowerBI, and/or Tableau is a plus
• Willingness to move for career opportunities is desired

• Typically requires a minimum of 5 years of applicable professional customer-facing experience (Customer Success, Customer Support, and/or Account Management)