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NetApp

Customer Assurance Program Manager

Ireland, Cork
Details
Job Requirements
  • Be the customer advocate with an intense focus on their success
  • Lead cross-functional problem management and resolution with a high degree of situational leadership and risk management
  • Effective, concurrent management of several escalations, tasks or projects, many of which can be complex and urgent in nature and may span multiple companies/suppliers
  • Create and lead virtual, distributed, cross functional teams supporting complex escalations - typically across multiple locations, time-zones, cultures and seniority levels
  • Confidently lead and expedite the closure of any type of complex customer escalations
  • Identify complex technical issues, develop insight into, and solutions for those challenges and gain acceptance and commitment from others
  • Lead the creation of the resolution plan, effectively driving it from start to completion, identifying potential risks and possible mitigation plans with consideration given to time, cost and long-term customer satisfaction
  • 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
  • Recommend improvements or development of processes or infrastructure changes in support of problem prevention across all NetApp organizations
  • Identify repeat/systemic trends/issues and drive preventative actions to fix the underlying causes of customer escalations
  • Interface directly with the most senior leaders of our customers as well as our NetApp executives
  • Build and grow strong working relationships with key senior functional stakeholders in Services, Sales, Engineering, Operations, PR, Supply Chain and Legal
  • Be a living example of CAP’s ‘whatever it takes’ culture as well as NetApp’s culture, integrity and ethics
Education
  • Ability to quickly understand the landscape of an escalation and adapt to changes as they evolve
  • Executive presence and excellent verbal and written communication skills with high quality deliverables to senior leadership
  • Diplomatic, assured, calm under pressure and timely in verbal communication regardless of audience or issue complexity
  • Ability to evaluate and communicate financial/ business implications of decisions made during the CAP engagements
  • Ability to draft technical action plans, reports and root cause analysis for VPs and SVPs of NetApp and customer organizations
  • Excellent knowledge and application of processes with the ability to create/modify and improve processes
  • Strong time management skills and the ability to manage multiple complex issues simultaneously, across multiple time zones
  • Take personal responsibility, and hold others accountable for results
  • Demonstrate both empathy and assertiveness when conveying a need and communicating challenging decisions
  • Flexible in fast-paced, volatile situations
  • Proven track record of influencing the resolution of more complex situations
  • Ability to influence senior leadership and customer towards a win-win agreement to achieve successful outcomes
  • Ability to position, message, contain and restore trust externally with customers at all levels
  • Resourceful and innovative approach to risk assessment, problem solving and decision making
  • Creative thinking, adaptability and versatility
  • Comfortable dealing with ambiguity, tension, conflict, and unpredictable workloads
  • Embody a "whatever it takes" attitude to remove obstacles, gain buy-in and convey the utmost urgency for any situation
  • A second European language is required
Get Matched
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Match Unknown
Years of Experience of previous hires
8+ - 33%
Job titles of previous hires

Delivery Lead

Service Delivery Manager

Senior Service Delivery Manager

Delivery Manager

Senior Delivery Manager

Previous hires also worked at

Sun Microsystems

Technical Services

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Perks and Benefits

Comprehensive medical, dental, wellness, & vision plans

Insurance & Income Protection

Flexible Spending, Stock Purchases, & Competitive Retirement Plans

Work-Life Balance & More

Volunteer Time Off, Educational Assistance, Legal Services, Discounts, & More


Financial and Savings Programs: Whether it's flexible spending, stock purchases, or competitive retirement plans, we work with you to capitalize on total compensation now and into the future.Work Life balance and more: To make sure of work-life balance, we offer paid and volunteer time off, educational assistance, legal services, and access to discounts and fitness centers.
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