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 Retention, you will play a crucial role in establishing NetApp as a trusted partner in their success.

Area of Responsibility

  • 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 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.
  • Business Objectives: 1). Successful Retention of customer’s workloads on NetApp’s portfolio, 2). Grow NetApp’s footprint by expanding current workloads and developing customer advocacy, 3).Improve customer satisfaction and maintain high level of strong customer experience.
  • Key Performance Indicators: Sales Revenue, Expansion Sales/addon sales (District Level), In Quarter Retention Rates, Customer Health and Adoption Scores. 
  • Work in partnership with End-User Customers, Channel Partners/Distributors, Cloud CSM's, Professional Services/NetApp Learning Services, CX/Data Science Team and Sales Development Reps. 
  • Own the success planning and Territory Reviews to ensure an effective strategy with Renewal Specialists & Account Team(s)
  • Involve Specialists into customer conversations at the right time.
  • Highlight and build plans to drive utilization and expansion of services- PS, Training, & Support.
  • Partnership with CX to uncover customers primed for expansion/Renewal or high churn propensity.
  • Collaborate with other CSMs to ensure full customer coverage globally

Your Profile

  • 3- 5 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management) 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
  • Skilled in data analysis, providing actionable insights, and making recommendations
  • Proficiency in MS Office required; experience with Gainsight and Salesforce is a plus
  • Language proficiency : French & English
Technical Skills
Data Science (Hadoop, R)
Is a Remote Job?
Hybrid (Remote with required office time)
Employment Type
Full time

NetApp makes your hybrid cloud run like a dream

The NetApp portfolio of leading data, application, and storage solutions helps organizations manage applications and data everywhere across hybrid...

Apply Now