Keystone Success Manager
Keystone Success Manager
Keystone Success Manager
Keystone Success Manager
NetApp
Internet, IT
Düsseldorf
- Art der Beschäftigung: Vollzeit
- Vor Ort
- Zu den Ersten gehören
Keystone Success Manager
Über diesen Job
If you run toward knowledge and problem-solving, join us
About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
Keystone Success Manager
Düsseldorf, Germany; Germany; Schiphol-Rijk, Netherlands; Munich, Germany
Job category:
Customer Support
Job ID:
132932-en_US
Job Summary
As a Keystone Success Manager, you will be the primary point of contact for our Keystone service inquiries, playing a crucial role in ensuring our customers achieve their desired outcomes with our solutions. This role is designed for individuals who thrive on building relationships, advocating for customer needs, and driving high performance.
Key Responsibilities:
- Primary Point of Contact: Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
- Subscription Service Reviews: Conduct reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
- Customer Escalations: Act as the escalation contact for subscription-related issues, ensuring timely and effective resolution.
- Customer Advocacy: Represent and advocate for customer needs within NetApp, ensuring their voice is heard.
- Subscription Modifications and Renewals: Facilitate changes or renewals of subscription services, working closely with pre-and-post sales contacts.
- Deployment and Decommissioning: Participate in deployment, decommissioning, refresh, and other key subscription activities.
- Feedback Channel: Document customer feedback to product and engineering teams for future enhancements or fixes.
- Subscription Hygiene: Maintain subscription records to promote successful customer engagement and quick resolution of requests.
Role Requirements:
- Relationship Management: Own the relationship between NetApp Keystone and the customer, meeting regularly to discuss key subscription health and management indicators.
- Customer Coordination: Work with key NetApp groups to address customer requests and inquiries promptly.
- Modification and Renewal Facilitation: Ensure expansion or renewal requests for assigned accounts flow smoothly through the process.
- Environment Monitoring: Monitor customer environments for trends and health, planning for future needs or events that may require changes.
- Service Reviews: Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers.
- Issue Management: Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking, and timely resolution.
- Daily Inquiries: Handle a variety of inquiries, including contractual questions, support assistance, and additional service needs.
- Critical Issue Resolution: Proactively identify accounts needing attention and involve management to implement actions and plans to improve customer satisfaction and retention.
Job Requirements
- Experience: Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
- Language Proficiency: Fluent in both German and English
- Industry Knowledge: Familiarity with the storage market and storage solutions.
- Issue Resolution: Experience managing technical issue escalations to resolution.
- Billing and Invoicing: Experience with high-tech customer subscription billing and invoicing.
- Presentation Skills: Prior experience in customer presentations and reporting.
- Education: Bachelor's degree desired.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
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.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
Unternehmens-Details
NetApp
Internet, IT