Customer Success Manager

$148,000 - $181,000/Yr

NetApp - Durham, NC

Full-time - Mid Level

Durham, NC

Computer and Electronic Product Manufacturing

About the position

As a Customer Success Manager (CSM) at NetApp, you will focus on delivering exceptional customer experiences and ensuring the achievement of business outcomes for clients. Your role will involve driving value realization, fostering product adoption, and promoting customer retention, establishing NetApp as a trusted partner in their success.

Responsibilities

• 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 quarterly success reviews 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 and services while identifying/qualifying opportunities to expand, refresh, 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 Specialists & Field Sales to design success plans with the goal of value realization.

Requirements

• Strong communicator with emotional intelligence (EQ) to build relationships, including written & verbal communication skills.
• Track record of working successfully with partners and customers to achieve desired results.
• Capable of handling multiple concurrent tasks, ability to prioritize and respond promptly.
• Intermediate 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.
• Must be able to demonstrate proficiency in presentation and negotiation skills.
• Must be a self-starter.
• Skilled in data analysis, providing actionable insights, making recommendations, and 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.
• Willingness to move for career opportunities is desired.

Nice-to-haves

• Experience with Salesforce, Gainsight, PowerBI, and/or Tableau.

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Performance-Based Incentives
• Employee stock purchase plan
• Restricted stocks (RSUs)