Senior Manager, Customer and Partner Experience at NetApp

Sunnyvale, California, United States

- Develop strategic feedback strategies based on the stated needs of the internal stakeholders in order to create a customer listening program that delivers key insights designed to help internal stakeholders inform their business decisions•	Develop customer journey maps identifying primary customer interactions, pain points and areas of delight, and mapped to operational teams and metrics that allow measurement and improvements•	Utilize language processing workshops to distill qualitative feedback and develop themes and key focus areas•	Direct focus groups that target specific customer roles and verticals to engage in learning to help validate and drive process improvements and roadmaps•	Create and lead cross functional teams; coach and mentor team leaders on effectively developing actions to address customer needs•	Birds of a Feather sessions where large groups of customers with similar attributes such as vertical or products can meet and exchange ideas•	Participate in advisory boards•	Facilitate stakeholder interviews•	Develop data analysis methodologies to pull actionable and relevant insights from structured and unstructured data in order to deliver relevant and actionable information to organizations within the company•	Leverage multiple communications channels to deliver insights to employees, thus engaging employees in the top customer needs and how they map to their specific organization and responsibilities•	Provide content for directed communication programs that informs customers of actions taken on their behalf•	Deliver comprehensive studies which include clearly stated objectives, analysis findings and specific and measurable actions•	Manage Virtual / Online bulletin boards that allow near real time feedback on topics of interest such as new product releases, and inhibitors for self service

NetApp

Senior Manager, Customer and Partner Experience

- Developed global relationship survey programs measuring customer satisfaction and sentiment across the journey map experience•	Provided senior level presentations to C-level executives that were succinct and provided status and recommendations to deliver on key company goals•	Initiated transactional surveys that measured satisfaction with events associated with functions such as support, installation, services •	Led cross functional initiatives to improve efficiencies and execution of key company goals•	Shared analytical expertise, including quantitative, qualitative and text analytics, to support various business initiatives and teams including customer support, product development, marketing and sales

Symantec

Senior Manager, Customer Experience, Insights & Advocacy

- Served in progressive product management roles responsible for full product lifecycle management of key products and initiatives•	Facilitated all phases of the product life cycle with full P&L accountability for large-scale initiatives•	Created and executed strategic and functional plans, and developed pricing structures and service delivery frameworks•	Implemented metrics and KPIs to assess performance•	Negotiated vendor contracts and prepared requests for proposal•	Conducted sales team training and coached and mentored junior staff members•	Led design and development of secure networks and connectivity platforms•	Developed product for national law enforcement agencies to support federal CALEA requirements for lawful interception of data and voice communications•	Collaborated with and created strategies to support FBI, NSA, DHS, State and Local law enforcement agencies

VERISIGN

Senior Product Manager

- Developed and managed products and services to support 1300+ telecommunications providers throughout North America.•	Responsible for products supporting various signaling and messaging requirements for all types of communications companies including national, regional, and local telecom and internet service providers•	Closed significant customer satisfaction gaps and achieved sustainable revenue growth through developing innovative strategies yielding recognition as a PPM Methodologies Distinguished PerformerAdditional Business Experience:•	Staff hiring, management, development•	Budget ownership $12m•	Revenue ownership $20m•	Business case development / ROI•	Product development / gating process•	Product and program roadmaps•	Change management efforts•	Team building•	Executive collaboration•	Vendor/agency selection and management•	B2B and B2C•	Sales enablement•	Market and competitive analysis•	Process design and improvement•	Partner program management•	Third party / joint marketing programs•	Customer lifecycle management•	Customer lifetime value•	Executive collaboration•	Strong presentation and communication skills•	Confident and successful at negotiating and influencing

Chuck Bierdeman