Customer Success Manager

NetApp
life insurance, paid time off
United States, Pennsylvania, Philadelphia
Nov 21, 2024
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. 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, guidingthem 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 ofvalue realization Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and playbooks. Job Requirements 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 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 may be required in for CSM roles in specific areas Education Bachelor's degree required with 2-3 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management) Compensation: The target salary range for this position is 122,850 - 150,150 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. Equal Opportunity Employer: 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... Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you. Why NetApp? We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches. We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future. If you want to help us build knowledge and solve big problems, let's talk.