Keystone Success Manager EMEA
2 weeks ago
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.
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
- 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
Bachelor's degree desired and Master's or MBA preferred.
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