About this role
Title: Keystone Success Manager Location: Dusseldorf, DE, 40472 Schiphol-Rijk, NL, 1118 BH Munchen, DE, 85609 Requisition ID: 135615 Job Summary 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. Key Responsibilities: - Customer Advocacy: Represent and advocate for customer needs within NetApp, ensuring their voice is heard and their goals are supported. - Primary Point of Contact: Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues. - Service Reviews: Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing. - Subscription Management: Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts. - Deployment and Decommissioning: Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions. - Feedback Channel: Collect and document customer feedback to provide valuable insights to product and engineering teams for future enhancements. - Subscription Hygiene: Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests. - Escalation Management: Act as the escalation point for subscription-related issues, ensuring timely and effective resolution. Role Requirements: We value skills, potential, and a commitment to learning over specific backgrounds. If you have t...