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.
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.
- 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
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
Submitting an Application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
AI Disclosure
For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.
