Manager, Keystone Success Managers

NetApp, Inc.•Durham, NC

11d

About The Position

As a NetApp Manager for Keystone Success Managers, you will lead a team of highly skilled professionals dedicated to providing enterprise-level support and ensuring customer satisfaction. You will be responsible for overseeing the performance of Keystone Success Managers, driving customer success initiatives, and fostering a culture of continuous improvement. As Manager of Keystone Success Managers (KSMs), you provide leadership, coaching, and day-to-day management to the employees in the KSM organization. These dedicated individuals work individually and as part of a team committed to providing the highest level of Personalized, Proactive, Preventative and Reactive, Enterprise-class support services. They build a relationship with the customer and critical stakeholders to better serve their business needs and react quickly and revise approach when business needs change. You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal.

Requirements

Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus. Or commensurate experience.
Experience: At least 12 years of experience in customer support or account management or a similar role, with a minimum of 5 years in a leadership role.
Technical Skills: Strong understanding of NetApp products and subscription solutions, along with general knowledge of storage and data management technologies.
Leadership Skills: Proven ability to lead and motivate a team, with excellent interpersonal and communication skills, both verbal and written.
Problem-Solving: Strong analytical and problem-solving abilities, with a customer-centric approach to issue resolution.
Project Management: Experience in managing projects and driving initiatives to successful completion.
Data Analysis: Ability to analyze data and generate actionable insights and plans as needed against that data to increase efficiency and elevate customer experience.

Responsibilities

Team Leadership: Lead, mentor, and manage a team of Keystone Success Managers, providing guidance and support to ensure high performance and professional growth.
Customer Success: Ensure the delivery of exceptional service delivery to NetApp customers, addressing their needs and resolving issues promptly.
Performance Management: Monitor and evaluate the performance of Keystone Success Managers, setting clear goals and providing regular feedback.
Process Improvement: Identify opportunities to improve subscription success delivery processes and implement best practices and metrics to enhance efficiency and customer satisfaction.
Stakeholder Collaboration: Work closely with other departments, including Sales, Engineering, and Product Management, to ensure seamless customer experience.
Reporting and Analytics: Generate and analyze reports on team activities, customer feedback, and team performance to inform strategic decisions.
Escalation Management: Oversee escalated customer issues, ensuring timely and effective resolution.
Retention: Develop and implement strategies to improve customer adoption and retention.
Training and Development: Organize and facilitate training programs to keep the team updated on the latest NetApp products and customer service methodologies.
Budget Management: Manage the budget for the team, ensuring resources are allocated effectively to meet operational goals.