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About the Role

As a Keystone Success Manager, you will be the primary point of contact for Keystone service inquiries, ensuring customers achieve their desired outcomes with NetApp’s subscription-based solutions. This role involves building relationships, advocating for customer needs, and driving high performance as a trusted advisor.

Responsibilities

• Represent and advocate for customer needs within NetApp.
• Serve as the main contact for Keystone service inquiries.
• Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Facilitate modifications or renewals of subscription services.
• Support key subscription activities, including deployment, refreshes, and decommissioning.
• Collect and document customer feedback for product and engineering teams.
• Maintain accurate subscription records for successful customer engagement.
• Act as the escalation point for subscription-related issues.

Requirements

• Proven ability to build and maintain strong relationships with customers.
• Experience working collaboratively across teams to address customer inquiries.
• Strong analytical skills to monitor customer environments and plan for future needs.
• Excellent verbal and written communication skills.
• Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction.
• Skilled in managing multiple priorities and tracking issues.
• Willingness to learn, adapt, and continuously improve.
• Passion for delivering exceptional service and driving positive outcomes for customers.

Skills

• German
• English
• Storage market knowledge
• Storage solutions knowledge
• Technical issue escalation management
• Subscription billing and invoicing
• Customer presentations
• Customer reporting

Experience Level

• Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.

Education Level

• Bachelor's degree desired.