About NetApp

　　We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

　　"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

　　Job Summary

　　As a Digital Customer Experience Specialist , you will be responsible for onboarding and educating NetApp & our hyperscaler partner(Azure, AWS, GCP) customers about the solution they are about to consume once the deal is closed. This includes customers in digital and high-touch segment. You will be working closely with our Sales, Success, and Delivery teams to clearly define focus areas for the Success plan and how they align with Customer needs.

　　Strong organizational skills are desired for internal knowledge transfer of critical information from the sales and success teams. Utilizing the essential information gathered, you will tailor each onboarding experience to align with immediate customer impact areas and identify future focus areas. Attention to detail, strong communication skills, program management and a customer-centric mindset are required. From digital front, you will analyze and optimize the content touchpoints throughout the customer on-boarding process.

　　Job Requirements

　　• The Digital Customer experience Specialist leads internal alignment and subsequently a kick off and deep dive workshops for new NetApp customers

　　• You will act as a subject matter expert, your main objectives will be to welcome the customer to Success and educate them about what they're entitled to, the resources they'll be working with and what to expect

　　• Likewise, you are working to understand the customer objectives, goals and where Success can make the most impact.

　　• This role works with multiple customers at once - on a given day you may have several internal and customer presentations, as well as follow up, scheduling and administrative tasks - the ability to prioritize and multi-task is essential.

　　• Analyze customer journeys and design nurture campaigns/emails/content to digitally handhold the customers.

　　• Work cross-functionally to understand customer expectations and ensure a customer-centric approach to deliver a smooth, unfragmented, and consistent content experience across all touchpoints and at all journey stages.

　　• Gather and analyze data on customer satisfaction, conduct surveys to collect client feedback, analyze data, and create reports for all stakeholders.

　　Education

　　• Strong organizational and analytical skills with a BE or B Tech degree required.

　　• Ability to identify and resolve exceptions and to analyze data

　　• 2-3 years' experience in Content Management, Marketing, or Customer Success is preferred.

　　• Experience in handling customer feedback preferred.

　　• Excellent writing, documentation, and presentation skills

　　• Excellent time management with a strong sense of urgency

　　• Passion for customer success with excellent written and verbal communication skills

　　• Team player with the ability to multi-task with extreme attention to detail

　　• Able to work independently, self-driven, highly motivated

　　Did you know...

　　Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

　　Why NetApp?

　　In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

　　We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

　　If you run toward knowledge and problem-solving, join us.

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