Customer Success Manager
Vor 5 Tagen
The Customer Success Manager combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer's operations.
In close collaboration with other parts of NetApp support, the Customer Success Manager oversees an optimal delivery of support activities for the customer and provides an effective crisis management and communication in case of disruptions.
Key Responsibilities- Drive pre-emptive and preventative recommendations which are tailored to the customer's business needs and technical environment, built on NetApp's AutoSupport technology.
- Assist with troubleshooting technical support issues and with the transfer of knowledge about the administration of NetApp's products to customer administrators.
- Provide informed strategic planning, storage support best practices and upgrade advice.
- Conduct regular operational service reviews and provide customer-tailored best practice recommendations.
- Review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk.
- Facilitate issue resolution and ensure effective communication, from customer storage administrators to high level management.
- Consult and provide deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
- Educate the customer, as required, about the various tools available on the NetApp Support Site and help deepen their understanding of NetApp products.
- 5-8 years of relevant experience.
- Excellent written and verbal communication skills.
- Ability to integrate diverse perspectives in critical situations to aid issue resolution.
- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management.
- In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge.
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
- Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings.
- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS.
- Able to work as buddy for new hires, coach on standard job tasks.
- Able to participate and contribute in cross-functional teams and subject matter expert teams.
- Able to participate/contribute to initiatives and training to develop an areas of specialization.
- Have an understanding of storage market developments, storage service gaps, suggest changes to close the gaps. Understand basics of NetApp finances. Able to identify sales priorities.
- Frequent visits to the customer's domestic sites as required.
- Security clearance - a big advantage.
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