Delivery Manager - Keystone

Keystone Subscription Support Specialist

Meet regularly with customers to discuss key subscription health and management indicators and provide general subscription support. Modification and Renewal Facilitation:
Partner with pre-and-post sales contacts to ensure expansion or renewal requests for assigned accounts flow smoothly through process, per agreement. Environment Monitoring:
Monitor customer environments for trends and health, planning for future needs or events that may require changes. Service Reviews:
Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers. Issue Management:
Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking and timely resolution. Daily Inquiries:
Handle a variety of inquiries, including contractual questions, support assistance, additional service needs, Keystone specific monitoring and management, including general guidance on best practices and knowledge sharing. Critical Issue Resolution:
Proactively identify accounts needing attention and involve management and others as need to implement actions and plans to improve customer satisfaction and retention. Relationship Development:
Build business relationships with key customers, advocacy groups, institutions, and influencers, establishing yourself as an expert resource. Customer Planning:
Help customers plan and maximize their Keystone subscription. Internal Mobilization:
Mobilize internal staff as needed to meet customer satisfaction targets. Customer Database Maintenance:
Keep the customer database up to date.

Experience:

Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business. Industry Knowledge:
Familiarity with the storage market and storage solutions. Issue Resolution:
Experience managing technical issue escalations to resolution. Billing and Invoicing:

Experience with high-tech customer subscription billing and invoicing. Presentation

Skills:

Prior experience in customer presentations and reporting (weekly, monthly, quarterly).

Education:

Bachelor's degree desired. Must be a U.S. Citizen living on US soil