The Keystone Success Manager (KSM) is a key role at NetApp, responsible for owning the relationship between NetApp Keystone and customers. They meet regularly with customers to discuss current issues and trends in their environment, provide a single point of escalation, and handle billing inquiries and discrepancies.
Internal to NetApp, the KSM monitors customer environments from a trend perspective to plan for future expansions. They work with account management and deployment teams to ensure expansions meet customer 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 and 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, and prior customer presentation and reporting experience are also essential.
Fluent German speaking skills are required.
Education
A Bachelor's degree is desired, and a Master's or MBA is preferred.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees.
Equal Opportunity Employer: NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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