NetApp Customer Success Manager m/f/d 

Germany, Bavaria 

147382397

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.

• 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.

• 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)