The Customer Success organization at NetApp is chartered with translating customer insights into actions that cultivate an exceptional customer experience. The Customer Experience Enablement team works cross-functionally, teaming across NetApp to deliver programs that provide increased value to our Enterprise customers and Partners. Our customer experience efforts transform customer feedback into tangible improvements that help maximize the value customers receive from our products and services.Customer Experience Program Manager, Insights to Action (I2A) online community:•Program Manager for NetApp's Insights to Action (I2A) online community panel •Guide and direct NetApp's customer listening quantitative and qualitative efforts, including providing expert advice on methodology and best practices for customer listening programs •Analyze and report findings from customer feedback efforts •Communicate results widely across NetApp and at multiple levels in the organization •Seek best practices in the industry •Facilitate workshops, including solution brainstorming, team development, and specialized training for functional teams•Prepare and deliver training for the organization on subjects that enhance the ability of our stakeholders to execute action plans •Create report cards and dashboards to review progress at Director, VP, and SVP levels in the organization•CRM data management and collaborative efforts for enhancements•Collaborate on communication efforts including the development of intranet/webpage resources•Develop and manage incentive program for customer/partner members•Manage NetApp relationships with Third Party vendors*Change management, and vendor management for VOC programs

The CXIA team facilitates and promotes a customer centric culture by delivering Voice of the Customer programs, measurement systems, and initiatives in order to engage employees to create experiences that build loyalty and increase the value of our brand.Symantec’s global Relationship Value Program is focused on creating stronger and deeper relationships with our strategic, enterprise-level business accounts. The focus of the program is driving conversation and action at the account level, and integrating customer feedback throughout the account management process, providing a structure for aligning customer feedback data with our strategic business goals.What we do:•Create and drive Customer First education and communication, internally and externally, establishing Symantec as a loyalty leader. •Globally design, implement, and maintain, Voice of the Customer/Partner activities including: generation of feedback, measurement of satisfaction & loyalty, communication of findings, recommendation for action plans, and monitoring of progress.•Drive action and prioritization of improvement efforts •Deliver account-specific insights directly to account management teams to increase retention, improve relationships, and drive revenue growth.

-Manage operations of global CEM Program; supervise activities of 6 staff and analyze CEM strategies for 6 international business units and 9 segments.-Collaborate cross-functionally to maximize client acquisition and retention by integrating attitudinal studies with key account development, staff training initiatives, lead generation, and sales processes.-Deliver comprehensive presentations to executive key account teams regarding relationship management, client segmentation and retention, solutions and services optimization, and opportunities to gain strategic market share.-Oversee CEM global communications plans, reporting and analysis with links to compensation metrics, strategic integration, program vendors, processes, automation, and analytical reporting tools.-Drive revenue by generating leads: examine client spending patterns, CRM data, and attitudinal data to identify unique opportunities.

Office Depot Business Services Division, Corporate Sales-Account management and business development of key accounts such as Fujitsu, Seagate, and the County of Santa Clara.-Managed the office of 30 account managers and sales support associates.-Managed the human resource interviews, processes and training for all new hires.-Key developer of account business reviews, analytics and planning.

-Managed a team of 15 associates, including hiring and employee development.-Responsible for accounting and payroll processes.-Actively drove efficiencies through process review, leading brainstorming sessions, and recommending business improvement actions to leadership.