Customer Success Manager

Title: Customer Success Manager

Location: BR

Requisition ID: 127906

Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences to our clients in the use of NetApp products, technology and services. You will execute this by driving customer on-boarding activities, regular customer engagements and developing customer relationships. You will own the creation and execution of a customer success plan from point of sale through to refresh or renewal; developing relationships with customers and ultimately helping to optimise customer health, growth and retention.

This is a junior role which provides an opportunity for someone with minimal post-sales experience and an interest in technology to join an established team to support their career growth. Fluency in Portuguese, Spanish and English is a requirement for this role.

Essential Functions

• 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 service reviews & 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 value
• 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

Job Requirements

• Technical proficiency to understand customer needs and leverage product capabilities or internal resources to meet those needs (knowledge of NetApp technology would be beneficial but is not essential)
• Strong communication skills and emotional intelligence to build relationships and effectively address customer challenges
• Proactive attitude and capable of working independently and collaboratively with other remote teams globally
• Ability to work in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
• Skilled in data analysis, providing actionable insights, and making recommendations

Education

• Bachelor's degree required or 1 - 3 years of B2B customer-facing experience or relevant experience

Compensation:

The salary offered will be determined by the candidate's location, qualifications, experience, and education. 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.