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