Customer Success Manager

7 months ago

Canberra, Australia NetApp Full time

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

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

Key Responsibilities
- Develop and nurture strong relationships with customers, becoming a reliable advisor and advocate throughout their journey with NetApp.
- Facilitate smooth onboarding activities, collaborating with customers to co-create a success plan design to their specific needs and goals.
- Conduct monthly health checks 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 & services while identifying/qualifying opportunities to expand, replace, 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 Specialist and Field Sales to design success plans with the goal of value realization.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and playbooks.

What you'll bring to the table...
- Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges.
- Track record of success in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
- 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 relationships with customers.
- Capable of working independently and collaboratively with global internal and external teams
- Strong problem-solving, negotiation, and organizational skills.
- Ability to prioritize and address multiple projects concurrently.
- Ability to develop long-range project plans and schedules to complete complex projects.
- Strong understanding of On-Premises & Cloud IT infrastructure, preferred.
- Data storage & management knowledge and experience, preferred.

**Qualifications**:

- Bachelor's degree required with 3-5 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management)
- Skilled in data analysis, providing actionable insights, and making recommendations.
- Proficiency in MS Office required; experience with Gainsight and Salesforce is a plus.
- Customer Success Management Certification is preferred.

Equal Employment Opportunity
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

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.

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