Job Summary

The Install Base Excellence team is responsible for helping can help NetApp Customer Success Org to improve data quality, reduce downtime, and increase customer loyalty by providing visibility into a customer's assets through improving asset tracking, reducing churn, improving customer satisfaction & loyalty. As a Program Manager, you are responsible for planning and managing programs related to the Renewals AND Customer Success Data programs. The team is accountable of enabling success of CSO AOP for NetApp. This role is a pivotal role in driving transformational approach to IB Data operations.

Job Requirements

Asset & Install Base (IB) Management: Drive asset lifecycle management, data accuracy, asset tagging, forecasting, and lifecycle transitions. Partner with IT and business teams to develop and implement IB management strategies. Enable stakeholder success through process guidance, training, and tool adoption.

Churn Prevention & Customer Retention: Establish and manage churn prevention and win-back programs. Analyze customer consumption, asset utilization, and growth trends, providing actionable recommendations to improve renewal outcomes and customer retention.

Reporting & Data Standardization: Standardize IB data management practices across the organization. Identify reporting gaps, develop dashboards and scorecards, and ensure consistent, high-quality reporting for Customer Success leadership.

Continuous Improvement: Drive operational excellence by optimizing tools, processes, and workflows. Identify opportunities to eliminate manual effort, improve efficiency, reduce cycle times, and enhance productivity across Data Programs.

Process Architecture & Transformation: Design and implement scalable business processes, workflows, and governance models. Recommend enhancements to policies, rules of engagement, and operational frameworks to improve sales productivity and data quality.

Data Excellence & Governance: Lead initiatives focused on data quality, compliance, governance, reporting accuracy, and process scalability. Support pilots, standardization efforts, and continuous innovation across IB Excellence programs.

Strategy Alignment: Align data processes and methodologies with global Customer Success objectives. Develop measurement frameworks to assess business impact and provide insights that drive strategic decision-making.

Program Management & Operational Support: Act as the primary support contact for Renewal Specialists on data, tools, and systems. Partner with cross-functional teams to resolve operational issues, particularly during quarter-end cycles. Manage project plans, dashboards, resource tracking, status reporting, and key strategic initiatives.

Education

A minimum of 12 years of experience as an individual contributor
Excellent written and verbal communication skills.
Bachelor's Degree from an accredited college or university, or equivalent work experience
Experience in developing programs and processes that directly create customer satisfaction and loyalty.
Renewal Quoting experience is a must
PMP Certification is a plus

Sales Ops Program Mgr