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Senior Manager, Customer Experience at NetApp

Posted in Other 30+ days ago.

Location: Edina, Minnesota





Job Description:

About NetApp

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?


Job Summary


As the Senior Manager, Customer Experience, you will have the opportunity to help shape NetApp's global customer experience. You will be part of the Customer Experience Office (CXO) reporting to the Director of Customer Experience Enablement (CXE).

In this role, you will be responsible for managing the regional program managers for customer, partner, and executive programs that have high visibility in the company and externally. Programs include our signature customer and partner advisory boards, executive sponsor and engineering liaison programs, and our cornerstone customer feedback program. You will work with regional leadership teams to help them leverage customer experience to drive growth and improve the experience of customers worldwide. In addition, you also will manage key shared resources, including our online customer and partner communities.

This role is part manager, part detective, part inventor, and part ringmaster. It requires intense curiosity and a creative mindset-if you are not driven to constantly improve things, this is not the role for you.

Responsibilities

* Mentor and lead a group of approximately five program managers globally and ensure CXE programs are fully leveraged in each geo

* Strategically manage relationships with high-level and peer-level stakeholders in each geo

* Act as an evangelist and educate NetApp employees to amplify the customer / partner voice

* Drive actions and improvements aligned to customer and partner success

* Routinely deliver against commitments

* Continuously evolve and improve programs to meet the needs of the business


Job Requirements



  • Demonstrated ability to manage people and programs successfully

  • Proven track record of surpassing objectives and delivering exceptional results, impact, and value

  • Ability to manage multiple programs and priorities simultaneously

  • Demonstrated creativity and ability to

  • Proven relationship building and strategic stakeholder management skills

  • Strong analytical experience or aptitude

  • Passionate about improving the customer experience

  • Excellent communicator with polished written, speaking, and presenting skills

  • Strategic thinker with ability to adapt and respond quickly

  • Innovative problem solver who takes initiative

  • Industry knowledge with the ability to quickly absorb NetApp strategy


Education



  • BS/BA degree and a minimum of 10-12 years of experience in industry-related service, operations, and/or customer-facing roles; or equivalent combination of applicable education/certifications/training and relevant professional experience.

  • Prior experience as a people manager with direct reports in a related environment required.


Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.



We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer 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. We also offer financial savings programs to help you plan for your future.



If you run toward knowledge and problem-solving, join us.



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