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 manages any discrepancies or concerns that may occur from a contracted SLA standpoint. The KSM oversees the process for any expansion requests for the environment.
Internal to NetApp, the KSM monitors the customer's 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 meetingsInstall base data management assistanceLifecycle management reports (EOS and service contract expiry)Account documentationProactive support: Monthly best-practice recommendations and tracking (Data ONTAP)Case trending analysisField alert analysisReporting (storage efficiency, capacity)Upgrade advice: Release recommendations and bug trackingQuarterly upgrade planningCustomer Education: NetApp Support process reviewNetApp Support site and tools reviewProduct TechTalk facilitationReactive support: 24/7 Priority 1 case managementPriority 2–Priority 4 case escalation managementProcess postmortemsTechnical root cause analysisAssist with special projects Skills and Educational Requirement Fluent in JapaneseTypically requires a minimum of 8 years of related experiencePrevious experience in customer support management or account management roles for a high-tech service businessKnowledge of storage market and/or storage solutionsExperience managing technical issue escalations to resolutionHigh-tech customer subscription billing and invoicing experiencePrior customer presentation and reporting experience on a weekly, monthly, and quarterly basisBachelor's degree desired
#J-18808-Ljbffr