Support Account Manager

Remote - AU
Full time
Posted
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NetApp
I.T., digital & online media services
251-500 employees
7 jobs
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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