Customer Assurance Program Manager

Job Summary

The CAP Manager - within the Customer Assurance Program organization, will own, manage, and drive resolution of the highest level of critical customer escalations at NetApp by building and leading a 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. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact.

This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within NetApp to get the job done. You must possess excellent customer service skills and technology know-how needed to work successfully in complicated situations where customer satisfaction is the ultimate goal. Must have a strong customer service orientation, good technology background, and great interpersonal skills to work with important customers in high pressure, time-sensitive situations.

Shift: Weekdays Mon - Fri
Shift Rotations: APAC First Shift 6 AM- 3 PM IST, APAC Second Shift 9AM - 6PM IST

Job Requirements

• Experience in Escalation management and Stake Holder Management
• Strong ability to listen to and understand customer frustration points, effectively articulate the Technical Problem and Business Impact back to the executive audience and various stake holders withing the organization.
• Create and lead virtual, distributed, cross functional teams that are located across the globe to generate desired outcomes.
• Act as an escalation point for NetApp senior leadership on customer's behalf. While comfortably leading discussions with VP/SVP leaders engaged.
• Make recommendations to NetApp executives for external customer meetings, related to communication method, approach and customer priorities
• 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
• Requires flexible hours, and ability to handle high stress customer situations.

This individual should have a working knowledge of:

• RAID, storage systems NAS and/or SAN storage and surrounding infrastructure
• Network architectures including the roles of routers, switches and protocols
• Microsoft Enterprise and/ or Linux operating systems and applications
• Commercial Databases and/ or Virtualization technologies

Education

• A minimum of 8 years of experience as an individual contributor and a minimum of 4 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required
• A Bachelor of Science in Engineering, Computer Science, Associates degree or equivalent related experience is required.

"NetApp is an equal opportunity employer and encourages individuals of all backgrounds, including individuals with disabilities, to apply for open positions at NetApp."