Customer Success Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences to our clients in the use of NetApp products, technology and services. You will execute this by driving customer on-boarding activities, developing customer relationships and delivering regular customer engagements. You will own the creation and execution of a customer success plan from point of sale through to refresh or renewal; developing relationships with sales teams, customers, other internal teams and ultimately optimising the customer experience, customer health, growth and retention.

Essential Functions
• Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate throughout their journey with NetApp.
• Facilitate smooth onboarding activities, collaborating with customers to co-create a success plan tailored to their specific needs and goals.
• Conduct regular service reviews & health checks with customers to assess product adoption and overall health, address challenges, and identify areas for improvement and upsell.
• Proactively engage with customers using data insights to monitor adoption and/or utilization, guiding them to recognize greater value
• Maintain the customer inventory of assets & services while identifying/qualifying opportunities to expand, replace, or optimize their environments.
• Work closely with Sales, Services, and other Technical teams to ensure an exceptional customer experience and drive the customer success strategy with wider account team members

Job Requirements
• 3+ years of B2B customer-facing, relevant experience
• Technical proficiency to understand customer needs and leverage product capabilities or internal resources to meet those needs (knowledge of NetApp technology would be beneficial)
• Strong communication skills and emotional intelligence to build relationships and effectively address customer challenges
• Proactive attitude and capable of working independently and collaboratively with other remote teams globally
• Ability to work in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
• Skilled in data analysis, providing actionable insights, and making recommendations