Keystone Success Manager

Job Summary

As a Keystone Success Manager, you will be the primary point of contact for Keystone service inquiries, playing a pivotal role in ensuring customers achieve their desired outcomes with NetApp’s subscription-based solutions. This role is ideal for individuals who thrive on building relationships, advocating for customer needs, and driving high performance. You will act as a trusted advisor, working closely with customers and internal teams to deliver exceptional service and ensure the success of Keystone offerings.

Key Responsibilities:

• Customer Advocacy: Represent and advocate for customer needs within NetApp, ensuring their voice is heard and their goals are supported.
• Primary Point of Contact: Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
• Service Reviews: Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Subscription Management: Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts.
• Deployment and Decommissioning: Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions.
• Feedback Channel: Collect and document customer feedback to provide valuable insights to product and engineering teams for future enhancements.
• Subscription Hygiene: Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests.
• Escalation Management: Act as the escalation point for subscription-related issues, ensuring timely and effective resolution.

Role Requirements:

We value skills, potential, and a commitment to learning over specific backgrounds. If you have the following qualities, we encourage you to apply:

• Relationship Management: Proven ability to build and maintain strong relationships with customers, acting as their advocate and trusted advisor.
• Customer Coordination: Experience in working collaboratively across teams to address customer inquiries and requests promptly.
• Problem Solving: Strong analytical skills to monitor customer environments, identify trends, and plan for future needs or challenges.
• Communication: Excellent verbal and written communication skills to prepare service reviews and share key information with customers and internal teams.
• Issue Resolution: Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction and retention.
• Organization: Skilled in managing multiple priorities, tracking issues, and ensuring timely resolution of customer concerns.
• Growth Mindset: A willingness to learn, adapt, and continuously improve in a fast-paced environment.
• Customer-Centric Approach: A passion for delivering exceptional service and driving positive outcomes for customers.

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.