The Keystone Success Manager (KSM) primary role is to own the relationship between NetApp Keystone and the Customer. The KSM will meet with the customer on a regular basis to discuss current issues and trends in their environment, go over concerns or suggestions that the customers have, and provide a single point of escalation for the customer into the NetApp support organization. The KSM handles billing inquiries from the customer and manages any discrepancies or concerns that may occur from a contracted SLA standpoint. The KSM oversees the process for any expansion requests for the environment. Internally, the KSM monitors the customer's environment from a trend perspective to better plan for when the environment needs to expand. The KSM works with the Program Manager to ensure that expansions are done in a manner that is cost-effective to the service provider (NetApp or Partner) and meets customers’ growth demands.
Key Responsibilities
Account management
* Scheduled service review meetings
* Install base data management assistance
* Lifecycle management reports (EOS and service contract expiry)
* Account documentation
Proactive support
* Monthly best-practice recommendations and tracking (Data ONTAP)
* Case trending analysis
* Field alert analysis
* Reporting (storage efficiency, capacity)
Upgrade advice
* Release recommendations and bug tracking
* Quarterly upgrade planning
Customer Education
* NetApp Support process review
* NetApp Support site and tools review
* Product TechTalk facilitation
Reactive support
* 24/7 Priority 1 case management
* Priority 2–Priority 4 case escalation management
* Process postmortems
* Technical root cause analysis
* Assist with special projects
Skills and Educational Requirement
* Fluent in Japanese
* Typically requires a minimum of 8 years of related experience
* Previous experience in customer support management or account management roles for a high-tech service business
* Knowledge of storage market and/or storage solutions
* Experience managing technical issue escalations to resolution
* High-tech customer subscription billing and invoicing experience
* Prior customer presentation and reporting experience on a weekly, monthly, and quarterly basis
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