Keystone Success Manager
NetApp
Location: Melbourne
Job Type: Full time
Posted
About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO
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.
Delivers and communicates ROI for our clients throughout the customer lifecycle. Accomplished through deep understanding of the customers' technical needs, positioning the appropriate technical solutions, and assisting with processes within the customers' environment that enable Keystone to be successful in their environment. Being the trusted advocate for the customer on use-case and program functionality. Delivering customer feedback and experiences into core product management for continued program development. The KSM handles billing inquiries from the customer and handles any discrepancy or concerns that my occurs from a contracted SLA standpoint.
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.
Job Responsibilities
Includes: Single point of contact for Keystone service, Customer Onboarding, Keystone service review calls, Capacity consumption, forecasting, planning review, Performance consumption, forecasting, planning review, Maintenance review, Incident review, Billing review, Enabling Service Renewals, Best practices review, Partners with internal teams, Escalation point of contact, Customer advocate
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
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
- Typically requires a minimum of 8 years of related experience. Bachelor’s degree or equivalent experience. Master’s or MBA a plus.
- Language preference : Japanese and English speaking
- 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.
Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.
If you run toward knowledge and problem-solving, join us.
U.S. Residents Only: In accordance with NetApp’s Policy, all U.S. employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions and reasonable accommodation must be established.