Customer Assurance Program Manager (97383)
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Role Overview
The Customer Assurance Program (CAP) is a global independent team of escalation managers who are the ultimate customer advocates within NetApp and represent the highest level of escalation at NetApp. CAP is the last resort used when normal processes and escalation channels have failed to resolve customers critical issues. We drive an elevated response to critical customer issues, strengthening customer relationships and creating a culture of continuous improvement for NetApp and our customers. The CAP Manager will own, manage, and drive the resolution to complex technical and business issues by building and leading an interdepartmental, cross-functional, and geographically dispersed NetApp virtual team. These escalations typically involve multiple product and/or service-related issues that are jeopardizing the NetApp business relationship and/or sales opportunities with key customers. The key to success is a strong situational leadership together with coordination of resources and communication of the issues that have company-wide visibility and significant business impact.
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Job Summary
The Customer Assurance Program (CAP) is a global independent team of escalation managers who are the ultimate customer advocates within NetApp and represent the highest level of escalation at NetApp. CAP is the last resort used when normal processes and escalation channels have failed to resolve customers critical issues. We drive an elevated response to critical customer issues, strengthening customer relationships and creating a culture of continuous improvement for NetApp and our customers. The CAP Manager will own, manage, and drive the resolution to complex technical and business issues by building and leading an interdepartmental, cross-functional, and geographically dispersed NetApp virtual team. These escalations typically involve multiple product and/or service-related issues that are jeopardizing the NetApp business relationship and/or sales opportunities with key customers. The key to success is a strong situational leadership together with coordination of resources and communication of the issues that have company-wide visibility and significant business impact.
Your responsibilities will include:
- Be the customer advocate with an intense focus on their success • Act as the single escalation point within NetApp to drive the resolution of critical customer issues • Anticipate customer needs focusing on efforts to proactively meet those needs and exceed customer expectations • Lead virtual, distributed, multi-cultural, cross-functional teams supporting customer escalations • Drive ownership and urgency across NetApp for the actions towards the resolution of the escalation • Confidently lead and expedite the closure of any type of customer escalations • Lead the creation of the resolution plan, effectively driving it from start to completion, identifying potential risks and possible mitigation plans with consideration given to time, cost and long-term customer satisfaction • Effectively communicate the status of the escalation, in verbal and written form, to wide multicultural diverse audiences at all levels of NetApp, partners, and customers using appropriate media and language • Provide insights and findings from customer escalations to improve product and support practices • Interface directly with senior leaders of our customers as well as our NetApp executives • Build and grow strong working relationships with key functional stakeholders in Services, Sales, Engineering, Operations, PR, Supply Chain and Legal • Be a living example of CAP’s ‘whatever it takes’ culture as well as NetApp’s culture, integrity and ethics
Experience & Education
Desired Experience • 8+ years work experience in the high-tech industry • Experience working within Critical Accounts or Customer Assurance organizations • Strong technical/engineering background, understanding of the product development processes as well as the customer lifecycle • Strong understanding of certain NetApp products and solutions, storage systems, network architectures, virtualization technologies. • Proven record of leading globally distributed teams particularly in support of Fortune 500 companies • A minimum of 2 years as a Project/Program Manager, Tech Support, Support Account Manager, or Technical Account Manager
Education BE /B-Tech and/or a minimum of 6-8 years of related experience, or equivalent combination of applicable education/training/certifications and relevant industry experience required.
About NetApp
NetApp provides intelligent data infrastructure and management solutions.
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