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
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