Title:  Support Account Manager

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

• Fluent In Japanese
• 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