Title:  Keystone Success Manager EMEA

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 account management and deployment teams to ensure that expansions are done in a manner that meets 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

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

Upgrade advice

• Release recommendations and bug tracking

Customer Education

• NetApp Keystone Support process review
• NetApp Keystone Support site and tools review

Reactive support

• Priority 1 case management
• Priority 2–Priority 4 case escalation  
• Coordination of postmortems 
• Technical root cause analysis input - Assist with special projects

Job Requirements

• 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
• Fluent German speaking skills 

Education

Bachelor’s degree desired and Master’s or MBA preferred.

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