Customer Success Architect

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