Customer Success Architect (Remote)

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it’s in our DNA. Of course, you won’t be doing it alone. At NetApp, we’re all about asking for help when we need it, collaborating with others, and partnering across the organization – and beyond.

“At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization.”-George Kurian, CEO

Job Summary

NetApp’s customer success organization plays a critical role with our large, strategic customers, leading them through the onboarding, adoption and value-realization phases of their journey with NetApp offerings.

As a Customer Success Architect for our Data Infrastructure Insights software, you are the “technical lead” in our critical customers and will utilize your customer engagement, evangelization, technical and problem-solving skills to provide the highest-class personalized and proactive customer success experience.

Your role will be pivotal in helping customers realize value in their investment in NetApp’s Data Infrastructure Insights (DII) offering. You will help define goals and success plans, and drive customer adoption to ensure those objectives are met and exceeded, to deliver real economic value to the customer organization.

Key Responsibilities:

• Working closely with the customer, the DII customer success manager (CSM), the DII sales specialists and the NetApp account team, you will become intimately acquainted with the customer’s business requirements, technical needs, IT estate and service history
• Work with customer stakeholders and the CSM to translate business requirements into technical solutions in DII and a customer success plan.
• Own the ‘adoption’ phase of the customer journey
• Provide the guidance, support and technical expertise required to ensure customers successfully adopt the software and integrate it into their IT and / or business processes.
• Drive awareness and enablement within the customer organization to ensure full understanding of the DII solution, and the value it brings to the customer
• Stay abreast of the latest developments in infrastructure and public services

Qualifications

• 5 years of experience in a technical, customer-facing role
• Understanding of on-prem storage vendors, including NetApp, Dell EMC, Pure, HPE, Hitachi, IBM and others
• Knowledge of other infrastructure domains (ideally including compute, networking, containers / container orchestration)

Preferred Qualifications:

• Software or SaaS presales or customer success experience
• Knowledge of monitoring and observability best practices
• Understanding of IT service management concepts and tools (e.g. ITIL, CMDB, etc)
• Knowledge of IT security incident and event management
• Experience in business intelligence and reporting
• Basic scripting and / or basic SQL skills
• Certifications in VMware, Kubernetes and Cloud Native concepts

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.