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.