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>As a Keystone Success Manager, you will be the primary point of contact for our Keystone service inquiries, playing a pivotal role in ensuring our customers achieve their desired outcomes with NetApp’s subscription-based solutions. This role is ideal for individuals who thrive on building relationships, advocating for customer needs, and driving high performance. You will act as a trusted advisor, working closely with customers and internal teams to deliver exceptional service and ensure the success of our Keystone offerings.</p> <p><strong>Key Responsibilities:</strong></p> <ul style="list-style-type:none"> <li><strong>Customer Advocacy:</strong> Represent and advocate for customer needs within NetApp, ensuring their voice is heard and their goals are supported.</li> <li><strong>Primary Point of Contact:</strong> Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.</li> <li><strong>Service Reviews:</strong> Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.</li> <li><strong>Subscription Management:</strong> Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts.</li> <li><strong>Deployment and Decommissioning:</strong> Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions.</li> <li><strong>Feedback Channel:</strong> Collect and document customer feedback to provide valuable insights to product and engineering teams for future enhancements.</li> <li><strong>Subscription Hygiene:</strong> Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests.</li> <li><strong>Escalation Management:</strong> Act as the escalation point for subscription-related issues, ensuring timely and effective resolution.</li> </ul> <p><strong>Role Requirements:</strong><br>We value skills, potential, and a commitment to learning over specific backgrounds. If you have the following qualities, we encourage you to apply:</p> <ul style="list-style-type:none"> <li><strong>Relationship Management:</strong> Proven ability to build and maintain strong relationships with customers, acting as their advocate and trusted advisor.</li> <li><strong>Customer Coordination:</strong> Experience in working collaboratively across teams to address customer inquiries and requests promptly.</li> <li><strong>Problem Solving:</strong> Strong analytical skills to monitor customer environments, identify trends, and plan for future needs or challenges.</li> <li><strong>Communication:</strong> Excellent verbal and written communication skills to prepare service reviews and share key information with customers and internal teams.</li> <li><strong>Issue Resolution:</strong> Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction and retention.</li> <li><strong>Organization:</strong> Skilled in managing multiple priorities, tracking issues, and ensuring timely resolution of customer concerns.</li> <li><strong>Growth Mindset:</strong> A willingness to learn, adapt, and continuously improve in a fast-paced environment.</li> <li><strong>Customer-Centric Approach:</strong> A passion for delivering exceptional service and driving positive outcomes for customers.</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><ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, 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.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Language Proficiency:</strong> Fluent in both German and English</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Industry Knowledge:</strong> Familiarity with the storage market and storage solutions.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Issue Resolution:</strong> Experience managing technical issue escalations to resolution.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Billing and Invoicing:</strong> Experience with high-tech customer subscription billing and invoicing.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Presentation Skills:</strong> Prior experience in customer presentations and reporting.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Education:</strong> Bachelor's degree desired.</li> </ul></div></div></div>