NetApp
Keystone Success Manager
NetApp makes your hybrid cloud run like a dream
Sales and customer success
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why NetApp
The NetApp portfolio of leading data, application, and storage solutions helps organizations manage applications and data everywhere across hybrid multicloud environments. Our 30 years of innovation have made us the proven leader in all-flash storage. We have the only enterprise-grade storage OS available natively on the world’s biggest public clouds. Our data services offer the best security and protection in the industry. We have CloudOps services that will revolutionize how you work in the cloud. And that’s just scratching the surface.
About the role
Job Summary
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 handles any discrepancies or concerns that may occur from a contracted SLA standpoint. The KSM handles the process for any expansion request for the environment.
Internal to NetApp, the KSM monitors the customers 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 meet 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
- 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
- Bachelor’s degree desired
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
