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Customer Success Engineer
Madrid, Madrid, SpainJob Summary
As customers today increasingly invest and engage in more flexible consumption models, Customer Success plays an increasingly critical role in helping customers shorten the time to value, getting our products sticky and accelerating their business outcome. The Cloud Consumption Customer Success organization plays a critical role with NetApp’s large, strategic cloud customers, leading them through the launch, migrate, optimize and scale phases of their critical cloud storage and data services adoption journey (across our hyper-scaler led first party and NetApp labeled marketplace products).
As a Customer Success Engineer (CSE), you are the trusted technical advisor in our account team and a strategic partner to our customers. You are responsible for execution against our customer’s commitment with NetApp (and our Hyper-scaler partner, Google Cloud Platform (GCP) and orchestration of cross-functional programs in delivering customer value and business outcomes. This opportunity will allow you to accelerate your career growth, leverage your technical expertise in cloud storage solutions and deepen your cloud infrastructure and industry expertise.
As a CSE, you will be engaged in developing foundational relationships with key customer personas and technical professionals to enable high quality & performance of IT workloads using the partnership with account team leaders, Global SI, Hyper-scaler ecosystem partners. You will be proactively defining customer success plans, success milestones and proactively orchestrating the same. You will help align consumption strategies to customer’s business and implementation priorities.
Job Requirements
Customer relationship & engagement
- Create impactful relationship with the Customer, NetApp, and Hyper-scaler account Team with a specific focus on GCP. You will become intimately acquainted with the customer’s business requirements, technical needs, solutions, environment, and service delivery.
- Work with Customer’s stakeholders to understand and translate customer business requirements into technical solutions and a executable customer success plan.
- Accelerate production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and complex customer organizations across various segments.
Proactive Project delivery alignment
- Provide guidance and best practices to support the development of a cloud adoption and consumption success plan.
- Deliver NetApp technical adoption and consumption acceleration activities (experts sessions, best practices) based on customer’s use case and workload defined.
- Ensure the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud storage solutions to manage change and continue to grow in the cloud.
- Monitor usage trends and customer health to proactively identify challenges and/or optimization opportunities.
Account Management
- Work with account teams (Client Executives, Cloud specialists, Cloud solution architect) in a Pod operating model, with the highest degree of partnership with common goal in driving consumption.
- Lead a monthly account pod review session to drive alignment on consumption goals, milestones and customer engagement strategies. Proactively execute risk mitigation activities as you identify adoption and consumption goal risks.
- Collaborate with customers & hyper-scaler counterparts and identify growth opportunities through account planning, customer business reviews and delivery opportunities, submit those expansion opportunities with the sellers.
Technical Evangelization
- Leverage all technical expertise and enablement to act as a technology advisor and visionary, help connect business to technology, also help customers connect with product management experts.
- Share new features and roadmap, articulate how it can support the customer goals and objectives.
- Identify adoption blockers and position relevant support & success bundles, professional services, partners and NLS (NetApp Learning Services) offerings.
Qualifications
- 8+ years of enterprise cloud software experience is required.
- At least 3+ years of experience in customer facing roles like CSE/CSE/CSA or solutions consultant or professional services delivery manager or Network administrator.
- Bachelor of Science Degree in Computer Science, Information technology or a related field is desired.
- In-depth knowledge of Public/Hybrid Cloud Infrastructure and GCP
- GCP platform certifications are desired and a big plus.
- A strong understanding of the storage industry, private and public cloud environments, virtualization, and cloud management stacks
- Strong experience with Cluster Data ONTAP and Cloud Volumes ONTAP (CVO) is required
- Knowledge of data center operations and cloud security is desired.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
- Experience demonstrating a significant level of expertise in technical specifications required to sell NetApp Cloud products and services is desired.
- Excellence in project management and analytical thinking is required.
- Excellent communication and executive presence is required.
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Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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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 enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite 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. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email gdib@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
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We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
*Applies to applicants for employment in the United States.