Title:  Keystone Success 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

Job Requirements

• Identifies and develops business relationships with key customers, state and local advocacy groups, teaching institutions, key influencers and senior administration personnel, and establishes self as an expert resource.
• Develops and grows a pipeline to support quota achievement; implements a sales and marketing plan to identify qualified sales leads.
• Mobilizes internal staff as required to meet customer satisfaction targets.
• Ensures up-to-date CRM information is maintained in customer database.

Skills and Education Requirement

• Fluent In both Japanese and English
• 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

求人要項

雇用形態：正社員・期間の定め無　
試⽤期間：3か月（試用期間中の勤務条件に変更はありません）
就業時間：9:00－17:30 （フレックス制 or 裁量労働制）
休⽇：完全週休2日制（土・日）、有給休暇、夏季休暇（3日）、年末年始（12/29～1/3）、ボランティア休暇（5日間）、私傷病・ファミリー休暇、Global Wellness Day、出産休暇（20週）、育児休暇（10日間）、養老介護休暇（10日間）
・通勤交通費、社会保険完備
・確定拠出型年金、NetApp独自の保険プログラム（団体総合生活保障保険、総合福祉団体定期保険、団体長期障害所得補償保険）、インフルエンザ予防接種、エンプロイー・アシスタンス・プログラム、英語自己啓発サポート、社員持ち株会（ESPP）
勤務地：
東京オフィス（東京都中央区京橋２－１－３京橋トラストタワー）
名古屋オフィス（名古屋市中村区）
大阪オフィス（大阪市北区）
※受動喫煙措置についての記載：屋内禁煙（屋内喫煙可能場所あり
※Hybrid work modelを採用しております。