Keystone Success Manager

Job Summary

As a Keystone Success Manager you will be the primary point of contact for our Keystone service inquiries playing a pivotal role in ensuring our customers achieve their desired outcomes with NetApps 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 our 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:Bachelors degree desired.