Customer Assurance Program Manager

Job Summary

Jon Responsibilities

• Own and drive the resolution of critical customer escalations with end-to-end accountability.
• Conduct comprehensive situation assessments to understand customer concerns, business impact, risks, and resolution requirements.
• Develop and execute resolution plans that balance customer satisfaction, business priorities, timelines, and costs.
• Serve as the primary point of contact for executive stakeholders throughout complex customer engagements.
• Restore and maintain customer trust through effective communication, transparency, and advocacy.

• Lead global, cross-functional virtual teams across multiple geographies, functions, and time zones.
• Influence stakeholders and drive alignment across Engineering, Support, Sales, Product Management, Professional Services, and Leadership teams.
• Facilitate collaboration and remove obstacles to accelerate issue resolution.
• Drive accountability and ownership across all teams involved in customer engagements.

• Build trusted relationships with executives, customers, partners, and internal stakeholders.
• Provide executive-level updates, action plans, risk assessments, and recommendations.
• Manage expectations and communicate effectively during high-pressure situations.
• Facilitate decision-making by clearly articulating business impacts and potential outcomes.
• Continuous Improvement & Strategic Initiatives
• Identify recurring trends, root causes, and systemic issues impacting customer experience.
• Drive improvement initiatives focused on enhancing support quality, operational effectiveness, and customer satisfaction.
• Lead or contribute to strategic projects and transformation initiatives across the business.
• Document lessons learned, best practices, and operational improvements to strengthen organizational capabilities.

• Manage multiple high-priority escalations, projects, and initiatives simultaneously.
• Maintain accurate documentation and ensure clear communication throughout engagement lifecycles.
• Monitor progress, identify risks, and implement mitigation strategies.
• Drive measurable outcomes aligned with NetApp’s customer success objectives.

Job Requirements

• 8+ years of experience in the technology industry, customer success, escalation management, support operations, program management, or related functions.
• Proven experience leading complex customer escalations and critical business situations.
• Demonstrated success managing globally distributed, cross-functional teams.
• Experience supporting enterprise and Fortune 500 customers.
• Strong track record of influencing senior leaders and driving successful outcomes.
• Experience restoring and maintaining customer trust during high-impact situations.

• Strong customer advocacy and relationship management skills.
• Exceptional leadership, collaboration, and stakeholder management abilities.
• Ability to influence executives and cross-functional teams without direct authority.
• Strong problem-solving, analytical, and decision-making capabilities.
• Excellent verbal and written communication skills with executive presence.
• Ability to remain calm, decisive, and effective under pressure.
• Strong project management and organizational skills.
• Growth mindset with a passion for continuous improvement and operational excellence.
• Ability to manage multiple priorities across global teams and time zones.
• Strong diplomacy, negotiation, and conflict-resolution skills.
  
  

• Fundamental understanding of enterprise storage infrastructure technologies.
• Proficiency with Microsoft 365 and productivity tools.
• Ability to quickly develop knowledge of NetApp products, solutions, and support processes.

• Bachelor's degree or equivalent combination of education, certifications, and relevant industry experience.
• Additional certifications or advanced qualifications are considered a plus.