Keystone Success Manager

NetApp, Inc.•Durham, NC

9d•$129,000 - $167,000•Remote

About The Position

In this role, you will serve as the primary point of contact for Keystone service inquiries, ensuring a seamless customer experience. You will be responsible for conducting comprehensive subscription service reviews that encompass capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing. As the designated escalation contact for subscription-related issues, you will represent and advocate for customer needs while facilitating any changes or renewals to their subscription services. Additionally, you will participate in key activities, such as deployment, decommissioning, refresh initiatives, and providing oversight for relocation or decommissioning of subscriptions. Your role also includes acting as a vital feedback channel by documenting customer insights for the product and engineering teams to drive future enhancements or fixes, and you will maintain accurate subscription records to promote successful customer engagement and prompt resolution of requests.

Requirements

Build business relationships with key customers, advocacy groups, institutions, and influencers, establishing yourself as an expert resource.
Help customers plan and maximize their Keystone subscription.
Mobilize internal staff as needed to meet customer satisfaction targets.
Keep the customer database up to date.
Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
Familiarity with the storage market and storage solutions.
Experience managing technical issue escalations to resolution.
Experience with high-tech customer subscription billing and invoicing.
Prior experience in customer presentations and reporting (weekly, monthly, quarterly).
Must be a U.S. Citizen living on US soil

Nice To Haves

Bachelor's degree desired.

Responsibilities

Own the relationship between NetApp Keystone the Customer and key stakeholders. Meet regularly with customers to discuss key subscription health and management indicators and provide general subscription support.
Work with key NetApp groups to address customer requests and inquiries promptly.
Partner with pre-and-post sales contacts to ensure expansion or renewal requests for assigned accounts flow smoothly through process, per agreement.
Monitor customer environments for trends and health, planning for future needs or events that may require changes.
Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers.
Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking and timely resolution.
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.
Proactively identify accounts needing attention and involve management and others as need to implement actions and plans to improve customer satisfaction and retention.