Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

By harnessing the power of hybrid cloud data services, customers gain the freedom of choice to securely manage and move data – anywhere, on any cloud. Only NetApp can help organizations deliver data-rich customer experiences when they rapidly test and deploy new applications that easily use data and services regardless of where they reside or in what form.

Job Summary

The Manager, Customer Success - Delivery is a key player in managing, tracking and communicating the progress of projects, and in ensuring the quality delivery of NetApp’s services. This role is responsible for delivering projects, forecasting resource demand, managing service delivery partners, and for developing and supporting the tools that enable the Customer Success team.  Key Performance Objectives:

Project Delivery: Ensure that all projects are appropriately staffed and delivered on time meeting customer quality expectations. Time tracking, burn down reporting, and resource forecasting for projects is required.

Partner relationship management: Responsible for the technical enablement of service delivery partners.  This includes understanding current technical capabilities and developing strategies to ensure technical competency for NetApp solutions and developing the tools needed to support the customer’s project objectives.

Tool development: Provide direction and support for the development of tools utilized by the Customer Success team.  Work with the Customer Success team to build and develop the applications necessary to deliver a best in class Customer Success service.

Job Requirements

Responsibilities

• Lead and direct service delivery for Cloud Data Services customer implementations
• Coordinate project resource assignment across NetApp internal Professional Services and external partner organizations
• Lead development and refinement of implementation tools and practices across the Customer Success team
• Report to all stakeholders service delivery hours booked, committed, and at risk on a monthly basis
• Forecast service resource demands for NetApp teams and service partner planning
• Onboard, train and develop new team members
• Assist with the ongoing improvement and evolution of service delivery programs
• Manage resources, time, scope, and budget on multiple projects
• Monitor project portfolio to maximize success, control budget, and adhere to schedule
• Manage customer escalations to a positive resolution
• Escalate risks and issues internally to NetApp management and externally to customer project management team to resolve or mitigate risks and issues that stands in the way of project success.
• Assist in the transition of the customer from implementation to delivery and support

Education

Basic Qualifications

• Experience having project managed solutions for enterprise clients within a professional services function
• 5+ years of project management experience with the ability to mentor teams while managing multiple priorities and deadlines
• Extensive experience in documenting and maintaining project plans, risk/issue logs, action item logs, and other project management related tools to help achieve project success
• Bachelors’ Degree or equivalent experience
• 8 to 12 years of enterprise technology experience, preferably with technology vendors in systems engineering, consultative or other customer facing roles.
• Technical skills in one or more of the following is preferred:  Virtualization, cloud and orchestration Windows, UNIX, storage networking, networking, OpenStack
• Demonstrated ability to personally create team plans, estimate/manage workloads and timelines, track details and drive work to completion in a timely manner.
• Successful experience in building partner relationships and managing partners for service delivery
• Professional management experience with a focus in the areas of professional services delivery, IT project management, and employee development
• Prior experience in Professional Services, Customer Success, Partner Relations, or Customer Service
• Demonstrate excellent interpersonal, organizational, and analytical skills
• PMI or PMP certification preferred

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.  

Join us and see what empowerment can do.