Job Summary 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 Account management • Scheduled service review meetings • Install base data management assistance • Lifecycle management reports (EOS and service contract expiry) • Account documentation Proactive support • Monthly best-practice recommendations and tracking (Data ONTAP) • Case trending analysis • Field alert analysis • Reporting (storage efficiency, capacity) Upgrade advice • Release recommendations and bug tracking • Quarterly upgrade planning Customer Education • NetApp Support process review • NetApp Support site and tools review • Product TechTalk facilitation Reactive support • 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 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 Bachelor's degree desired #J-18808-Ljbffr