About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Summary</H2> </div><div><p> </p> <p><span style="font-family:arial, helvetica, sans-serif">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. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Responsibilities</H2> </div><div><p> </p> <ul style="list-style-type:disc" type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Relationship Management:</strong> 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.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Customer Coordination:</strong> Work with key NetApp groups to address customer requests and inquiries promptly.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Modification and Renewal Facilitation:</strong> Partner with pre-and-post sales contacts to ensure expansion or renewal requests for assigned accounts flow smoothly through process, per agreement.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Environment Monitoring:</strong> Monitor customer environments for trends and health, planning for future needs or events that may require changes.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Service Reviews:</strong> Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Issue Management:</strong> Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking and timely resolution.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Daily Inquiries:</strong> 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.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Critical Issue Resolution:</strong> Proactively identify accounts needing attention and involve management and others as need to implement actions and plans to improve customer satisfaction and retention.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Requirements</H2> </div><div><p> </p> <ul style="list-style-type:disc" type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Relationship Development:</strong> Build business relationships with key customers, advocacy groups, institutions, and influencers, establishing yourself as an expert resource.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Customer Planning:</strong> Help customers plan and maximize their Keystone subscription.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Internal Mobilization:</strong> Mobilize internal staff as needed to meet customer satisfaction targets.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Customer Database Maintenance:</strong> Keep the customer database up to date.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education</H2> </div><div><p> </p> <ul style="list-style-type:disc" type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Experience:</strong> Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Industry Knowledge:</strong> Familiarity with the storage market and storage solutions.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Issue Resolution:</strong> Experience managing technical issue escalations to resolution.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Billing and Invoicing:</strong> Experience with high-tech customer subscription billing and invoicing.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Presentation Skills:</strong> Prior experience in customer presentations and reporting (weekly, monthly, quarterly).</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif"><strong>Education:</strong> Bachelor's degree desired.</span></li> <li style="font-family:arial, helvetica, sans-serif;font-weight:bold;font-style:italic"><em><strong><span style="font-family:arial, helvetica, sans-serif">Must be a U.S. Citizen living on US soil</span></strong></em></li> </ul></div></div></div><p>Compensation:<br>The target salary range for this position is 129,000 - 167,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process. </p>