Customer Success Operations Program Manager
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Job Summary
As a Customer Success Operations (CSO) Program Manager, you lead complex cross-functional projects and programs to contribute to operational improvements, introduce new products and services, and support NetApp strategic goals. The ideal candidate will possess a unique blend of leadership, strategic thinking, and operational expertise. This role is critical in driving the success of our business operations through effective program management, process optimization, and cross-functional collaboration.
Senior level proficiency in data reporting, data analytics (Power BI or similar tools), and MS Office Suite skills are critical to this position.
This role requires an innovative thinker who is highly adaptable, embraces new opportunities, and is comfortable working independently or with teams toward common goals. As you grow in this role, you will learn how each component of CSO contributes to the post-sales customer journey. You will collaborate with cross-functional teams including Digital Support, Professional Services, Account Management, Customer Support, Global Renewals, Product Engineering, and Sales to improve operating methodologies resulting in an exceptional customer experience and positive results for NetApp.
Ideal candidates are located a commutable distance from one of the following locations: Research Triangle Park (RTP), NC; Wichita, KS; Boulder, CO. The second preference is Southeast or Central locations.
Essential Functions
The target salary range for this position is $139,000 - $170,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
Equal Opportunity Employer
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Did you know...
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
As a Customer Success Operations (CSO) Program Manager, you lead complex cross-functional projects and programs to contribute to operational improvements, introduce new products and services, and support NetApp strategic goals. The ideal candidate will possess a unique blend of leadership, strategic thinking, and operational expertise. This role is critical in driving the success of our business operations through effective program management, process optimization, and cross-functional collaboration.
Senior level proficiency in data reporting, data analytics (Power BI or similar tools), and MS Office Suite skills are critical to this position.
This role requires an innovative thinker who is highly adaptable, embraces new opportunities, and is comfortable working independently or with teams toward common goals. As you grow in this role, you will learn how each component of CSO contributes to the post-sales customer journey. You will collaborate with cross-functional teams including Digital Support, Professional Services, Account Management, Customer Support, Global Renewals, Product Engineering, and Sales to improve operating methodologies resulting in an exceptional customer experience and positive results for NetApp.
Ideal candidates are located a commutable distance from one of the following locations: Research Triangle Park (RTP), NC; Wichita, KS; Boulder, CO. The second preference is Southeast or Central locations.
Essential Functions
- Develop, implement, and manage cross-functional projects aligning with NetApp's strategic goals
- Lead and oversee multiple projects, ensuring timely delivery within scope and budget
- Provide leadership, fostering accountability, collaboration, and continuous improvement
- Collaborate with senior leadership and stakeholders to define project scope, goals, and deliverables
- Utilize project management methodologies to track progress, identify risks, and take corrective actions
- Conduct regular project status meetings and provide comprehensive updates to stakeholders and executives
- Make effective decisions to progress projects and manage risks
- Implement training, process documentation, and internal marketing for change management
- Identify and implement performance measures, analyze data, and drive next steps
- Act as a liaison between business units and technology teams for seamless communication and alignment
- Serve as an effective change leader
- Proven track record leading cross-functional teams to collaborate, influence, and negotiate successful outcomes
- Extensive experience developing project plans, determining success criteria, and executing effectively
- Proven ability to set and meet deadlines, work independently, and proactively engage others when needing assistance
- Exceptional communication and interpersonal skills, with the ability to influence and build alignment at all levels of the organization
- Excellent problem-solving and organizational skills
- Customer-centered mindset focused on continuous improvement
- Ability to accommodate working global time zones; early morning, evening, and weekend meetings are sometimes required
- Proven ability to lead and motivate teams, driving high levels of performance and engagement
- Ability to easily travel to a US-based NetApp office as required and in alignment with NetApp’s policy
- 8+ years of experience in project management and leading cross-functional project teams to successful outcomes
- Knowledge of customer post-sales lifecycle, tools, processes, and measuring success through metrics
- Experience with process design, documentation, training, and change management
- Strong data reporting, data analytics (Power BI, Tableau), and well-versed across the MS Office Suite, with the ability and comfort level to present to C-Suite audiences
- Strong understanding of project management methodologies and tools, such as Agile, Scrum, or PMP certification.
- Excellent analytical and problem-solving skills, with the ability to make data-driven decisions
- Experience with process improvement methodologies, such as Lean, Six Sigma, or Kaizen, is a plus
The target salary range for this position is $139,000 - $170,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
Equal Opportunity Employer
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Did you know...
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
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