Job Summary
The Keystone Success Manager (KSM) primary role is to own the relationship between NetApp Keystone and the Customer. The KSM will meet with the customer on a regular basis to discuss current issues and trends in their environment, go over concerns or suggestions that the customers have, and provide a single point of escalation for the customer into the NetApp support organization. The KSM handles billing inquiries from the customer and handles any discrepancies or concerns that may occur from a contracted SLA standpoint. The KSM handles the process for any expansion request for the environment.
Internal to NetApp, the KSM monitors the customers environment from a trend perspective to better plan for when the environment needs to expand. The KSM works with the account management and deployment teams to ensure that expansions are done in a manner that meets customers' growth demands.
Key Responsibilities
Account management
Scheduled service review meetings
Install base data management assistance
Lifecycle management reports (EOS and service contract expiry)
Account documentation
Proactive support
Best-practice recommendations and tracking (Data ONTAP®)
Case trending analysis
Field alert analysis
Subscription Reporting (storage efficiency, capacity)
Upgrade advice
Release recommendations and bug tracking
Customer Education
NetApp Keystone Support process review
NetApp Keystone Support site and tools review
Reactive support
Priority 1 case management
Priority 2–Priority 4 case escalation
Coordination of postmortems
Technical root cause analysis input - Assist with special projects
Job Requirements
Typically requires a minimum of 8 years of related experience\
Previous experience in customer support management or account management roles for a high-tech service business
Knowledge of storage market and/or storage solutions
Experience managing technical issue escalations to resolution
High-tech customer subscription billing and invoicing experience
Prior customer presentation and reporting experience on a weekly, monthly, and quarterly basis
Fluent German speaking skills
Education
Bachelor's degree desired and Master's or MBA preferred.
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