Senior Manager, Customer Success

NetApp; Sunnyvale (CA); On-site; USD 225,000 - 292,000; Full time

Job summary

NetApp is seeking a Senior Manager of Azure Americas Cloud Customer Success to lead a dynamic team focused on customer retention and revenue growth in the Azure Cloud sector. This role entails developing strategies to enhance cloud investments, ensuring customer satisfaction and achieving key performance metrics. Ideal candidates are results-driven leaders with extensive experience in customer success management and strong business planning skills.

Benefits

Health Insurance

Life Insurance

Retirement or Pension Plans

Paid Time Off (PTO)

Employee stock purchase plan

Educational assistance

Legal services

Qualifications

• 12+ years of related experience required.
• 5+ years in customer success management/engineering roles is required.
• Experience with people management with direct reports required.

Responsibilities

• Lead the Americas team focusing on Azure Cloud business.
• Drive adoption and consumption for Azure Americas Cloud customers.
• Manage customer retention and investment in NetApp's cloud portfolio.

Skills

Customer success management

Business planning

Cloud consumption driving

Relationship building

Budget development

Education

Bachelor's Degree (BA/BS)

Master of Science Degree in Computer Science or an MBA

Job description

Job Summary

The Cloud Customer Success team's charter is to ensure our customers maximize value and satisfaction from their cloud investments. Our team provides proactive guidance and strategic insights to help customers optimize their cloud infrastructure, enhance performance, and drive business growth. By focusing on our customers' success, we build long-lasting relationships, reduce churn, foster loyalty, ultimately contributing to our customers' sustained success and competitive advantage in the market.

Job Responsibilities

As the Senior Manager of Azure Americas Cloud Customer Success, you will be leading the Americas team of customer success managers and engineers focused on our Azure Cloud business.

• You will manage a team and drive adoption and consumption motions for the Azure Americas Cloud customers for our 1st and 3rd party solutions and services.
• You will develop both long-term strategies and shorter-term tactics to meet expansion and revenue goals while maintaining profitability and improved customer business outcomes & value realization for our Azure Americas business.
• This role will lead a regional team focused on maintaining and growing customer retention and investment in NetApp's cloud portfolio.
• Key performance indicators include revenue growth rates, storage capacity, customer health, customer engagement, customer milestones, Time to Value, CSAT trends, organic growth, etc.
• The successful candidate will be results-driven, customer-focused, tech-savvy, and skilled at building internal relationships and external partnerships to accomplish these goals. They should be able to thrive in challenging and unprecedented times, motivate and inspire a team while anticipating market changes, and act on them quickly.
• The customer success team is comprised of high-energy individuals and leaders who are passionate about building relationships and helping customers realize value from their cloud investment(s). This team is committed to bringing the right people together with the intention of securing and growing NetApp revenue by driving improved Customer satisfaction, net promoter score(s), and raising customer propensity to renew and expand their investment in NetApp's cloud portfolio.

Job Requirements

• Proven track record as a leader of customer success/engineering teams with a track record of exceeding assigned quotas and key performance indicators across multiple years.
• Ability to develop successful relationships with external customers, understand their business cases and/or journey maps, and raise their propensity to invest in the NetApp portfolio.
• Proven track record of driving cloud consumption by helping customers adapt to changing business climates, including influencing go-to-market strategies, team enablement, and organizational change management.
• Demonstrated experience working with a distributed go-to-market team of sales, operations, channel/partner, systems/sales engineering, professional services, customer support, and IT teams to deliver results.
• Experience with target solution (up/cross) selling, and/or consultative sales techniques.
• Experience developing budgets and forecasting costs to drive business outcomes.
• Passion for articulating how technology products and solutions solve business problems.
• Skilled at business planning and diligent at measuring and communicating progress towards quarterly/annual growth plan, identifying roadblocks, and coming up with appropriate solutions.
• Ability to work effectively in a dynamic and changing environment, while taking the initiative, staying organized and motivated, and maintaining excellent follow-up, is required.

Education

• Bachelor's Degree (BA/BS) from a four-year college or university or equivalent experience is required. A Master of Science Degree in Computer Science or an MBA is desirable.
• 12+ years of related experience required.
• 5+ years in customer success management/engineering roles is required

• 5+ years of relevant people management experience with direct reports required

Compensation:
The target salary range for this position is 225,250 - 291,500 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.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared 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.

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.