Job SummaryAs a Professional Services Manager, you will lead and grow aspects of NetApp's professional services organization. As a key member of the team, you contribute to and support the growth of NetApp and the Professional Services organization, ensuring that it remains extremely focused on understanding and meeting enterprise customer requirements, building long-term relationships, and achieving high levels of customer satisfaction. You work closely with the Area Director, Sales and System Engineering teams, and various teams within the Customer Success Organization, and like teams in other regions or areas to drive total customer satisfaction, services business enhancements and growth, as well as financial management of the services business. This position requires a dynamic, hard-working, and ambitious individual, with good oral and written communication skills. The individual will also possess strong leadership and interpersonal skills and have experience managing and growing a professional services consulting practice.
Essential Functions- Manage a two-tiered organization that delivers NetApp solutions (Services and Consulting). This includes working closely with NetApp Sales and Software Engineer groups and Project Management and Consulting resources to deliver services and develop business within the Area
- Meet services targets
- Track and manage customer satisfaction, including addressing areas of concern
- Manage NetApp installed base
- Act as the area resource for all customer-facing meetings
- Drive local and corporate best practices throughout the regional team to ensure consistent, high-quality, and repeatable solutions
- Participate in the planning and budget process as it relates to planning, goal attainment, expense management, and revenue recognition
- Track and forecast financial targets and provide reporting and submission of financial data to support corporate actions
- Evangelize Professional Services offering across the regional team, leveraging a consistent message and method for planning and delivery
- Lead and/or contribute to the revisions of initiatives (tools, AI initiatives, and adoption) and support continuous learning
- Work with Corporate groups on enhancements of deliverables, processes, and operations solutions
Education and Experience Requirements- A minimum of 5 years of experience in field-based services management. Preferably, at least 12 years of total related experience.
- Must have experience supporting an Enterprise customer base.
- A Bachelor's Degree or Master's Degree in a technical or business discipline is required, or commensurate experience.
- Broad exposure to a variety of technologies/concepts and management in a distributed environment.
- Excellent verbal and written communication skills, as well as presentation, customer, business, and negotiation skills.
- Proven ability to manage the financial elements that make up the Area.
- Experience in managing and enhancing a world-class field services organization, as well as growing a Professional Services consulting practice.
- Experience with consulting business, residency, Managed Services, Storage and Cloud storage are critical.
- Experience in partner management, operations, and project management.
- Recurring review of delivery documents.
- Reporting requirements include: weekly performance reports, weekly forecast of revenue recognition (commits and upside)
- Up to 20%+ travel required.
Compensation:
The target salary range for this position is $148,000 - $191,000. 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.
