Customer Success Manager

PT NetApp Indonesia; Jakarta Pusat; On-site; IDR 668.672.000 - 1.003.010.000; Full time

Job summary

A leading technology company in Jakarta Pusat is seeking a Customer Success Manager to develop relationships with customers and ensure their success with products. Responsibilities include onboarding customers, conducting health checks, and collaborating with various teams to provide exceptional service. Ideal candidates should have strong interpersonal skills and a passion for customer advocacy. This role will focus on enhancing customer satisfaction and driving usage of services.

Responsibilities

• Develop and nurture strong relationships with customers to become a trusted advisor.
• Facilitate onboarding activities and co-create a tailored success plan.
• Conduct monthly health checks to assess product adoption and address challenges.
• Proactively engage with customers using data insights to monitor adoption.
• Maintain customer inventory of assets and identify opportunities for optimization.
• Work closely with Sales and Technical teams to ensure exceptional customer experience.
• Collaborate with Renewal Specialist to design success plans for value realization.
• Develop and share best practices to improve processes and playbooks.

Job description

• 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 valu
• 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, andefficiency of our processes and playbooks.