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NetApp Customer Success Manager Germany, Bavaria 783361727
14.07.2024
As a Customer Success Manager, your responsibilities include:
- Handles own portfolio independently, partners with account manager and highlight risks in the account appropriately and mitigate.
- Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate throughout their journey with NetApp.
- Ensure adequate delivery of activities across 4 defined pillars (Customer On-boarding, Business Health, Lifecycle Management and Support oversight).
- Facilitate smooth onboarding activities, collaborating with customers to co-create a success plan tailored to their specific needs and goals.
- Conduct regular business review meetings with customers to assess overall business health, product adoption, address challenges, and areas for improvement.
- Proactively engage with customers using data insights to monitor product adoption and utilization, guiding them to recognize greater value.
- Maintain the customer inventory of assets and services while identifying and qualifying opportunities for add-ons (expansion, replacement, optimization of their environments).
- Work closely with Sales, Support Center, and other technical teams to ensure an exceptional customer experience and drive the customer success strategy with wider account team members.
- Collaborate with Renewal Specialist and Field Sales to design success plans with the goal of value realization.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and playbooks.
Job Requirements
- Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges.
- Capable of handling multiple tasks and adapting to changing requirements.
- Technical proficiency (willingness to learn) to understand customer language and needs.
- Proven ability to cultivate valuable and outcome-oriented relationships with customers and account teams.
- Capable of working independently and collaboratively with global internal and external teams.
- Skilled in data analysis, providing actionable insights, and making recommendations.
- Proficiency in MS Office required; experience with Gainsight and Salesforce is a plus.
- Excellent written and verbal communication skills in German and English.
Education
- A Bachelor of Business Administration, or a related, or relevant field-based experience is essential.
- Minimum of 3+ years of applicable professional customer-facing experience is required (e.g. Customer Success, Customer Support, Account Management)
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