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Customer Success Manager

2 weeks ago

Singapore NetApp Full time

Job Summary

CSMs drive retention and expansion of NetApp’s existing Named Commercial, Enterprise & Strategic customers by focusing on retaining recurring revenue, add-on sales and developing customer advocacy. This will be achieved through proactive customer outreach informed by internal data, marketing campaigns and outbound calls into the customer base.This position will leverage data to proactively guide customers through their journey and increase the adoption or utilization of NetApp’s entire product and solutions portfolio.

Job Requirements
- Ensure customer success though process creation/refinement, effective product adoption, product quality remediation, development and management of get-well plans, executive communications
- Grow NetApp’s sales of products and services by assessing customers’ needs and identifying opportunities that lead the customer to renew, expand and advocate
- Proactively engage with customers using data insights to monitor adoption and/or utilization, guiding them to recognize greater value
- Collaborate with Retention Specialist and Field Sales teams to design success plans with the goal of value delivery/realization
- Responsible for the customer “owning-cycle” sales activities driving a customer success strategy with wider account team members (e.g., CEs, ATSs, etc.)
- Own retention and expansion sales engagement in alignment with sales and channel, including tracking renewals and aligning on upsell strategy with a retention focus
- Conduct outreach efforts to stay aware of evolving customer needs and educate stakeholders on NetApp’s value proposition and best-in-class offering
- Improve customer satisfaction and NetApp product adoption through information campaigns, pro-active check-ins and by helping coordinate support activities
- Create relationship maps within accounts with plans to expand depth and quality of relationships

Education
- 6 to 8 years of relevant experience. Bachelor or master’s degree in Business studies or Engineering.
- Good interpersonal, negotiation and organizational skills are needed in order to work successfully with prospects, customers, and cross functional teams to meet performance goals.
- Capabilities to collaborate cross boundaries; adaptive to work in a virtual team setup and across various time zones.
- Excellent Sales skills for driving customer retention with the ability to spot new business opportunities
- Entrepreneur minded work ethic.
- Open, proactive, positive, creative, interested in Technology and how it shapes the future world.