NetApp Support Delivery Manager 

United States, Oregon 

725820391

Responsibilities

• Lead the delivery of post sales technical enablement on NetApp digital tools. Seek opportunities to identify unused feature functionality to help drive adoption and enhance user capabilities.
• Create scalable customer support content that drives NetApp Support brand recognition through “one to many” social media posts, brown bag sessions, and TOI presentations.
• Identify support trends and patterns that may potentially jeopardize the customer experience and collaborate with internal stakeholders to preemptively plan and communicate mitigation activities.
• Post event review and analysis of field dispatches with goal of continuous improvement in customer facing activities for defined Strategic Accounts.
• Represent as a Subject Matter Expert and partner with Customer Success during on-boarding activities.
• Attendance and participation in various cross functional stakeholder meetings, customer presentations, and other field facing activities as needed. Expectation to drive positive outcome through professional and skilled engagement.
• Monitoring and reporting on service delivery metrics and overall performance.

• Minimum of 8-10 years in customer facing positions both in-person and leading remote meetings and presentations.
• Demonstrated excellent customer service experience working across varying customer skill sets and management levels.
• Ability to follow and contribute to the development and improvement of existing processes and procedures.
• Strong aptitude for learning new technologies and understanding how to utilize and influence the use in a customer facing environment.
• Adaptability and flexibility to shift priorities and focus areas as business needs require.
• Solid understanding and ability to incorporate data analytics and observation skills into decision making.

Skills and Competencies

• Strong knowledge of NetApp product portfolio and support offerings.
• Knowledge and understanding of proprietary OS and technology such as ONTAP, SANtricity, ActiveIQ, BlueXP, and AutoSupport.
• Proficiency with productivity social media platforms for content delivery such as LinkedIn, YouTube, Discord, etc.
• A highly motivated self-starter that can demonstrate productivity and engagement with minimal supervision is a must.
• Program or project management experience is desired.
• Completion of KCS Publisher license within 6 months of hire.

• A bachelor’s degree in IT, CIS, CS, or equivalent related experience is required.
• Typically, 8-12 years relevant industry experience.