Technical Program Mgr

Job Summary
As a Program Manager, you are responsible for planning and managing programs related to the Support Account Managers (SAM) and Customer Success Managers (CSM).This role is a pivotal role indriving a transformational approach to our customer's post sales ownership experience.
Job Responsibilities
The role focuses on building programs to drive the success of Support Account Managers (SAM) and Customer Success Managers (CSM) and to improve processes and systems. You will focus on identifying and assessing gaps to drive efficiencies and productivity within the customer success organization.  Based on your findings, you will design and implement process changes in our core tools, suggest modifications to policies, rules of engagement, compensation plans and benchmark SAM/CSMs against key drivers of productivity.
In parallel, you are accountable for driving process and system improvement too.  As a member of the team, you will work with cross-functional teams from various organizations within NetApp to drive the overall success of Customer Success organisation. This is a challenging position with the opportunity to directly impact the effectiveness and success of the sales organization and customer satisfaction.
Education & Experience

A minimum of 2-5 years of experience as an individual contributor
Minimum of 2 years of experience with / or with Installed base churn activities is a must
Bachelor's Degree from an accredited college or university, or equivalent work experience
PMP Certification is a plus