Customer Advocacy Manager

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC 

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - Marc Hamilton, VP, Solutions Architecture & Engineering | NVIDIA 

DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence. 

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management. 

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage. 

The Customer Advocacy Manager function is a customer facing role that is, at its core, focused on being a single point of contact for our most strategic customers for all things support related. This position is responsible for driving accountability and customer outcomes.  The candidate must be able to manage customer expectations in stressful situations, coordinate support activities to delight the customer, escalate internally and with the customer when required, provide guidance and generate and report status and metrics for internal and customer use cases.

As the single point of contact for the customer, the SAM must build strong relationships internally to DDN as well as with the customer.  The customer will rely on the person in this role to insure a smooth and satisfying support experience every time. 

Key Responsibilities

• Act as the conduit of communication between the customer and DDN Technical Support
• Be the customer advocate; be familiar with product roadmaps, support processes, product enhancement processes to be able to become a trusted advisor
• Be aware always of the state and status of your customer’s support cases
• Interface with other DDN organizations (Operations, Logistics, Engineering, etc.) as needed to manage required actions/communications/resolutions
• Plan and manage maintenance windows with the customer to ensure necessary repairs and upgrades are handled within the downtime window
• Manage escalations either from the customer or from DDN Technical Support
• Monitor the support cases for the customer and in some situations monitor the customer systems and generate cases when necessary
• Communicate case status when appropriate
• Generate monthly metrics and communicate to the appropriate audience
• Assist in the preparation of Quarterly Business Reviews if the customer requests them
• In general ensure a smooth experience for the customer

Qualifications

• +5 years of experience 
• Strong communication skills
• Strong Microsoft Office capabilities – Word, Excel and PowerPoint
• Familiarity with Oracle and Agile
• A minimum of a Bachelor’s degree
• Experience in managing challenging customers
• SFDC experience
• Ability to assemble and interpret large amounts of data
• Project management skills

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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