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Customer Success Manager (m/f/d)
Kirchheim bei München, Bavaria, GermanyAbout NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO
Job Summary
Are you passionate about working in teams to deliver a top-level post-sales experience for our key customers? Do you excel at driving optimal value realization for these customers? Are you energized by coordinating your tasks and collaborating with various stakeholders to achieve success? Do you come to work every day with the drive to be part of something exceptional? If so, your search ends here. Join the Customer Success Manager (CSM) team at NetApp! This position is a hybrid role and aligned to our Munich office.
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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Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.
If you run toward knowledge and problem-solving, join us.
This is a pipeline position that will be opened on a recurring basis and used to fill roles aligned with the required skill sets.
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