Sales Ops Program Mgr

About the Position

The Install Base Excellence team at NetApp is dedicated to enhancing data quality, reducing downtime, and increasing customer loyalty by providing visibility into a customer's assets. As a Sales Ops Program Manager, you will be responsible for planning and managing programs related to Renewals and Customer Success Data. This pivotal role drives a transformational approach to IB Data operations and is essential for the success of the Customer Success Operations (CSO) for NetApp.

Responsibilities

• 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.
• 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.

Requirements

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

We Offer

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Professional growth and development opportunities

About the Company

NetApp is a global leader in data management and cloud services, helping organizations harness the power of data to drive business outcomes. Join our team and be part of a company that values excellence, innovation, and customer success.

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