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Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins.
Manager, Keystone Success Managers
Morrisville, North Carolina, United StatesJob Summary
As a NetApp Manager for Keystone Success Managers, you will lead a team of highly skilled professionals dedicated to providing enterprise-level support and ensuring customer satisfaction. You will be responsible for overseeing the performance of Keystone Success Managers, driving customer success initiatives, and fostering a culture of continuous improvement.
As Manager of Keystone Success Managers (KSMs), you provide leadership, coaching, and day-to-day management to the employees in the KSM organization. These dedicated individuals work individually and as part of a team committed to providing the highest level of Personalized, Proactive, Preventative and Reactive, Enterprise-class support services. They build a relationship with the customer and critical stakeholders to better serve their business needs and react quickly and revise approach when business needs change. 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.
Key Responsibilities
- Team Leadership: Lead, mentor, and manage a team of Keystone Success Managers, providing guidance and support to ensure high performance and professional growth.
- Customer Success: Ensure the delivery of exceptional service delivery to NetApp customers, addressing their needs and resolving issues promptly.
- Performance Management: Monitor and evaluate the performance of Keystone Success Managers, setting clear goals and providing regular feedback.
- Process Improvement: Identify opportunities to improve subscription success delivery processes and implement best practices and metrics to enhance efficiency and customer satisfaction.
- Stakeholder Collaboration: Work closely with other departments, including Sales, Engineering, and Product Management, to ensure seamless customer experience.
- Reporting and Analytics: Generate and analyze reports on team activities, customer feedback, and team performance to inform strategic decisions.
- Escalation Management: Oversee escalated customer issues, ensuring timely and effective resolution.
- Retention: Develop and implement strategies to improve customer adoption and retention.
- Training and Development: Organize and facilitate training programs to keep the team updated on the latest NetApp products and customer service methodologies.
- Budget Management: Manage the budget for the team, ensuring resources are allocated effectively to meet operational goals.
Education and Experience
- Education: Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. A Master’s degree is a plus. Or commensurate experience.
- Experience: At least 12 years of experience in customer support or account management or a similar role, with a minimum of 5 years in a leadership role.
- Technical Skills: Strong understanding of NetApp products and subscription solutions, along with general knowledge of storage and data management technologies.
- Leadership Skills: Proven ability to lead and motivate a team, with excellent interpersonal and communication skills, both verbal and written.
- Problem-Solving: Strong analytical and problem-solving abilities, with a customer-centric approach to issue resolution.
- Project Management: Experience in managing projects and driving initiatives to successful completion.
- Data Analysis: Ability to analyze data and generate actionable insights and plans as needed against that data to increase efficiency and elevate customer experience.
Compensation:
The target salary range for this position is 156,400 - 202,400 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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, 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.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during 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.
Why You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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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. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable Accommodations
At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.
Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.
- For reasonable accommodations in Germany, click here.
- For reasonable accommodations in France, click here.
- For reasonable accommodations in The Netherlands, click here.
Please note that we do not accept unsolicited resumes to the above email address.
Data privacy
We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team reviews applications submitted through our company website only. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.