Keystone Success Manager

Job Summary

As a Keystone Success Manager, you will be the primary point of contact for our Keystone service inquiries, playing a pivotal role in ensuring our customers achieve their desired outcomes with Net App’s subscription-based solutions. This role is ideal for individuals who thrive on building relationships, advocating for customer needs, and driving high performance. You will act as a trusted advisor, working closely with customers and internal teams to deliver exceptional service and ensure the success of our Keystone offerings.

Key Responsibilities:

• Customer Advocacy:Represent and advocate for customer needs within Net App, ensuring their voice is heard and their goals are supported.
• Primary Point of Contact:Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
• Service Reviews:Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Subscription Management:Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts.
• Deployment and Decommissioning:Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions.
• Feedback Channel:Collect and document customer feedback to provide valuable insights to product and engineering teams for future enhancements.
• Subscription Hygiene:Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests.
• Escalation Management:Act as the escalation point for subscription-related issues, ensuring timely and effective resolution.

Role Requirements:
We value skills, potential, and a commitment to learning over specific backgrounds. If you have the following qualities, we encourage you to apply:

• Relationship Management:Proven ability to build and maintain strong relationships with customers, acting as their advocate and trusted advisor.
• Customer Coordination:Experience in working collaboratively across teams to address customer inquiries and requests promptly.
• Problem Solving:Strong analytical skills to monitor customer environments, identify trends, and plan for future needs or challenges.
• Communication:Excellent verbal and written communication skills to prepare service reviews and share key information with customers and internal teams.
• Issue Resolution:Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction and retention.
• Organization:Skilled in managing multiple priorities, tracking issues, and ensuring timely resolution of customer concerns.
• Growth Mindset:A willingness to learn, adapt, and continuously improve in a fast-paced environment.
• Customer-Centric Approach:A passion for delivering exceptional service and driving positive outcomes for customers.

• Experience:Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
• Language Proficiency:Fluent in both German and English
• 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.
• Education:Bachelor's degree desired.

At Net App, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity

Employer:

Net App is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at Net App

At Net App, you…