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, & 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 & nurture strong relationships with customers, becoming a trusted advisor & advocate throughout their journey with NetApp
• Facilitate smooth Onboarding activities, collaborating with customers to co-create a Success Plan tailored to their specific needs & goals
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• Conduct quarterly success reviews with customers to assess product adoption, address challenges, & 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 & services while identifying/qualifying opportunities to expand, refresh, or optimize their environments
• Work closely with Sales, Support, & other Technical teams to ensure an exceptional customer experience & drive the customer success strategy with wider account team members
• Collaborate with Renewal Specialist & Field Sales to design success plans with the goal of value realization
Job Requirements
- Strong communicator with emotional intelligence (EQ) to build relationships (including written & verbal communication skills)
- Track record of working successfully with partners & customers to achieve desired results
- Capable of handling multiple concurrent tasks, ability to prioritize & respond promptly
- Intermediate technical proficiency to understand customer needs & leverage product capabilities or internal resources to meet those needs
- Proven ability to cultivate valuable & outcome-oriented relationships with customers
- Must be able to demonstrate proficiency in presentation & negotiation skills
- Must be a self-starter
- Skilled in data analysis, providing actionable insights, making recommendations & 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
Education
- A minimum of 3+ years of applicable professional customer-facing experience is required (Customer Success, Customer Support and/or Account Management)
Compensation:
The target salary range for this position is 109,620 - 133,980 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. The range is based on 'On Target Earnings' (OTE) representing the total potential earnings, which is the sum of the base salary and potential commission earned when performance targets are achieved. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, employee stock purchase plan, and/or restricted stocks (RSU's). These offerings are subject to regional variations and governed by local laws, regulations, and company policies. We will provide detailed information about the specific benefits for your region during the recruitment process.
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