<p>Job Overview:</p> <p>Manager of Customer Success Excellence and Go To Market will lead a team of program managers responsible for transforming traditional success motions into an outcomes-based model with a strong emphasis on customer technical health and adoption. This role is pivotal in driving high growth through digital engagement via AI and ensuring scalability across the organization. This position requires a transformative mindset to unify processes, resources, and success offers under a customer outcomes-based framework.</p> <p>Core Responsibilities:</p> <ul> <li>Lead and mentor a team of program managers, emphasizing the development of customer success competencies and capabilities required to deliver innovative, technology-driven solutions that elevate customer experience and outcomes </li><li>Manage the day-to-day execution of customer success programs to support the organization's shift toward increasing technical customer engagements and digital transformation initiatives </li><li>Collaborate extensively with internal teams to communicate process changes, proactively address gaps, and embed leading-edge practices that strengthen customer engagement and foster a culture of continuous learning and capability-building within the team </li></ul> <p>Process Optimization and Program Management:</p> <ul> <li>Collaborate with customer-facing teams to assess operational gaps and drive improvements while working cross-functionally with IT, Revenue Operations, & Support Operations </li><li>Work with field leadership and internal stakeholders to gather business and system requirements for a unified CRM platform, including the ingestion of disparate data sets that capture customer engagement activities, customer milestones, risks, and success plans </li><li>Define business and system requirements for digital customer engagement motions, ensuring alignment with overall customer success strategies and leveraging digital tools and AI automation to enhance customer interactions and outcomes </li></ul> <p>Business Performance Optimization (who is key business partner in Sales Operations):</p> <ul> <li>Provide well-documented business requirements to Revenue/Sales Operations to support the metrics center with appropriate data feeds, dashboards & visualization, ongoing data analysis, and customer insights </li><li>Establish and monitor key performance indicators (KPIs) to measure the success of customer success initiatives and drive continuous improvement </li><li>Provide timely, accurate Monthly KPI updates, including time to value, performance of Customer Success covered accounts, customer health score, CSAT, etc. </li><li>Be proactive in analyzing and interpreting data to identify trends, opportunities, and potential bottlenecks, providing actionable insights to leadership </li><li>Support the creation and delivery of content to internal stakeholders and leadership in the form of MBR, QBR, and ad-hoc data analysis </li><li>Program management of customer advocacy programs and ensure the voice of the customer is elevated to the appropriate internal organizations </li><li>Collaborate with relevant teams to ensure effective compensation planning, aligning incentives with customer success objectives and organizational goals </li></ul> <p>Education and Qualifications:</p> <ul> <li>Experience: Minimum of 10 years of experience leading business and technical program teams within customer success, program management, or a related field, with a demonstrated ability to drive successful customer outcomes </li><li>Technical Leadership: Proven experience in guiding cross-functional technical teams, coordinating the integration of digital tools, AI automation, and data platforms </li><li>Digital Proficiency: Understanding of digital customer engagement strategies, with hands-on experience implementing and optimizing technology solutions </li><li>Leadership Skills: Strong leadership qualities with the ability to mentor, motivate, and foster collaboration within multidisciplinary teams </li><li>Analytical Skills: Advanced analytical and problem-solving abilities, leveraging data and technology to inform strategic decisions and continuous improvement </li><li>Communication: Exceptional communication and interpersonal skills, adept at translating concepts for diverse stakeholders and building consensus across teams </li><li>Education: Bachelor's degree in Computer Science, Engineering, Business, or a related field - or commensurate experience; an advanced degree (MBA, MS, or equivalent) is preferred </li></ul> <p>Compensation:</p> <p>The target salary range for this position is 165,750 - 247,500 USD. 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.</p> <p>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.</p> <p>Equal Opportunity Employer:</p> <p>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.</p> <p>Why NetApp?</p> <p>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.</p> <p>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.</p> <p>If you want to help us build knowledge and solve big problems, let's talk.</p> <p>Submitting an application</p> <p>To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.</p>