Senior Support Product Manager

NetApp; San Jose (CA); Hybrid; USD 183,000 - 273,000; Full time

Job summary

A leading company is seeking a Senior Support Product Manager responsible for overseeing support services for their product lines. This role involves developing innovative support offerings, managing cross-functional teams, and enhancing customer satisfaction through effective service strategies. Candidates should have extensive experience in product support and an educational background in a relevant field. The hybrid working environment promotes collaboration and flexibility among employees.

Benefits

Health Insurance

Life Insurance

Retirement Plans

Paid Time Off (PTO)

Employee Stock Purchase Plan

Educational Assistance

Qualifications

• Minimum of 10 years of experience in product support/customer success.
• Strong leadership skills, ability to manage cross-functional teams.
• Experience with pricing support offers and market analysis.

Responsibilities

• Develop and implement strategies for support services for new and existing products.
• Manage relationships with stakeholders including customers and partners.
• Analyze customer feedback to enhance support portfolio.

Skills

Leadership

Data Analysis

Innovative Thinking

Customer Engagement

Education

Bachelor's degree in a related field

Master's degree (desired)

Job description

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Job Summary

The Senior Support Product Manager is responsible for overseeing the support services for NetApp product lines. This role requires a creative and innovative mindset with hands-on experience in pricing support offers, understanding the XaaS business, and building offers that are sold on marketplaces. Hands-on experience where you are able to demonstrate incubation to launch capabilities in bringing new support offers to market. You will work closely with product management and engineering teams to ensure that our support services meet the needs of our customers and align with our company's strategic goals.

Job Summary

The Senior Support Product Manager is responsible for overseeing the support services for NetApp product lines. This role requires a creative and innovative mindset with hands-on experience in pricing support offers, understanding the XaaS business, and building offers that are sold on marketplaces. Hands-on experience where you are able to demonstrate incubation to launch capabilities in bringing new support offers to market. You will work closely with product management and engineering teams to ensure that our support services meet the needs of our customers and align with our company's strategic goals.

Key Responsibilities

• Increase Customer Lifetime Value (CLTV/CLV) via the right value-added support services
• Help grow margin via innovative and the right value-added support bundles
• Be responsible for incubation to launch for new support offerings
• Develop and implement support services strategies for new and existing products
• Collaborate with cross-functional teams to identify and resolve customer experience feedback
• Analyze customer feedback and support metrics to improve value and enhance our support portfolio
• Lead conversations on current industry trends and bring innovative thinking towards value-based support offers that focus on improving the post-purchase journey
• Manage relationships with key stakeholders, including customers, partners, and internal teams as needed
• Stay up-to-date with industry trends and best practices in product support
• Have hands-on experience with pricing support offers and part/SKU creation
• Manage the end-to-end process of defining and bringing offers to market, including supporting the Quote to Cash (QTC) process
• Understand the Cloud business and have experience in building offers that are sold on marketplaces
  
  

Education And Qualifications

• Bachelor's degree in a related field highly preferred; master’s degree desired
• Minimum of 10 years of experience in product support/customer success or a related area
• Strong leadership skills and experience in leading conversations
• Experience in leading teams (non-managerial role)
• Has defined portfolio vision, direction, and business plans, including product plans/roadmaps, product evolution and product lifecycle process
• Ability to work in a fast-paced and dynamic environment
• Proficient in data analysis and has done industry research in the past.
• Must be able to showcase innovative approaches to build support services portfolio
  
  

Compensation

The target salary range for this position is 183,600 - 272,800. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management and Marketing

• Industries

  Software Development

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