Customer Success Manager

hace 1 semana

Madrid, España NetApp A tiempo completo

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.

Essential Functions
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
Create relationship maps within accounts with plans to expand depth and quality of relationships
Responsible for the customer “owning-cycle” sales activities driving a customer success strategy with wider account team members
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 maintain and educate stakeholders on NetApp’s value proposition and best-in-class products
Improves customer satisfaction and NetApp product adoption through information campaigns and by helping coordinate support activities
Education
Fluent in English & Spanish (C1-C2 level), Portuguese is a nice to have
1-3 years of experience in a customer facing role, ideally as Customer Success Manager in a tech environment
Soft skills for managing customer and internal relationships
Sales skills for driving customer retention with the ability to spot new business opportunities
Autonomous execution of pre-defined sales activity throughout the customer lifecycle
Confident in building relationships and recognizing opportunities to strengthen existing practices
Interacts and collaborates with cross functional teams on a global basis
Must have strong communication skills across all levels of executive management

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