NetApp Support Product Manager 

United States, Oregon 

477531351

Key Responsibilities:
• Assist in developing and implementing support services strategies for new and existing products.
• Collaborate with cross-functional teams to identify and resolve customer experience feedback.
• Analyze customer feedback and support metrics to improve the support portfolio.
• Participate in conversations on current industry trends and contribute to value-based support offers that focus on improving the post-purchase journey.
• Support the creation of enablement content from an outside-in view.
• Run customer purchases reports, with varying degrees of complexity and line-item detail.
• Maintain ad-hoc and scheduled request queues and process requests, maintaining a high level of process quality and consistency.
• Partner with other Support Product Managers to understand and suggest critical data that would need to be introspected.
• Partner with the finance and reporting team to produce monthly, quarterly, and annual analysis of overall support offering performance.

• 8+ years of experience in product management or a related field, inclusive of experience in the technology industry
• Strong analytical skills and ability to work both independently and as part of a team
• Ability to build strong working relationships across all levels of the organization
• Experience working in the Customer Advocacy Operations or Sales Operations discipline
• Time Management – Able to manage multiple projects and demanding priorities under tight deadlines
• Problem Solving – Follows a systematic approach to analysis and usage reports and researches all variances
• Interpersonal – Respects confidentiality of sensitive company and customer information; demonstrates flexibility with regard to changing priorities and is open to others’ ideas and tries new things
• Ability to collaborate effectively with demanding internal team members and customers
• Familiarity with customer relationship management (CRM) systems.
• Knowledge of current industry trends and best practices in support services.
• Strong collaboration, influence, and negotiation skills to align the organization around prioritization and delivery planned projects/products

A minimum of 8+ years of related experience, as highlighted above, required.

Bachelor's degree in an applicable field is strongly preferred. A master's degree is a plus as well.