Support Account Manager

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 Program Manager to ensure that expansions are done in a manner that is cost effective to the service provider (NetApp or Partner) and meet customers’ growth demands.

Key Responsibilities

• Scheduled service review meetings
• Install base data management assistance
• Lifecycle management reports (EOS and service contract expiry)
• Account documentation

• Monthly best-practice recommendations and tracking (Data ONTAP®)
• Case trending analysis
• Field alert analysis
• Reporting (storage efficiency, capacity)

• Release recommendations and bug tracking
• Quarterly upgrade planning

• NetApp Support process review
• NetApp Support site and tools review
• Product TechTalk facilitation

• 24/7 Priority 1 case management
• Priority 2–Priority 4 case escalation management
• Process postmortems
• Technical root cause analysis Assist with special projects

Skills and Educational Requirement

• Fluent In Japanese
• 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

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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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 off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.

If you want to help us build knowledge and solve big problems, let's talk.