Senior Support Product Manager (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

The Senior Support Product Manager is responsible for overseeing the support services for NetApp product lines. They will work closely with the product management and engineering teams to ensure that our support services meet the needs of our customers and align with our company’s strategic goals.

Key Responsibilities:

• Develop and implement support services strategies for new and existing products.
• Collaborate with cross-functional teams to identify and resolve custom experience feedback.
• Analyze customer feedback and support metrics to improve value enhance approach to our support portfolio.
• Be able to lead conversations on current industry trends and be able to bring in out of box thinking towards value-based support offers that focus on improving post purchase journey.
• Manage relationships with key stakeholders, including customers, partners and internal teams as needed
• Stay up-to-date with industry trends and best practices in product support.
• Person much have hands-on experience with part/SKU creation and manage end to end process of defining and bringing offer to market including supporting the QtoC process

The preferred location for this opportunity is the San Jose, CA area, but candidates in other locations within the US will be considered as well.

Job Requirements

• Minimum of 12 years of experience in product support/customer success or a related applicable area
• Strong leadership skills, including experience leading conversations with stakeholders at various levels
• Experience leading teams (non-managerial role)
• Ability to work in a fast-paced and dynamic environment
• Proficient in data analysis with a history of, and interest in, performing industry research
• Office environment/home with occasional travel required
• Flexibility to work outside of standard business hours when necessary

Education/Experience

Typically requires a minimum of 12+ years of related experience.

Bachelor’s degree in an applicable field is strongly preferred. A master’s degree is a plus as well.

Compensation

The base salary range for this position is $172,000 – $242,000 and will be determined by the candidate’s location, qualifications, experience, and education. 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.