Keystone Success Manager
NetApp
full-time
Posted on:
Location Type: Office
Location: Dusseldorf • 🇩🇪 Germany
Visit company websiteJob Level
SeniorLead
About the role
- Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
- Conduct reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
- Act as the escalation contact for subscription-related issues, ensuring timely and effective resolution.
- Represent and advocate for customer needs within NetApp, ensuring their voice is heard.
- Facilitate changes or renewals of subscription services, working closely with pre-and-post sales contacts.
- Participate in deployment, decommissioning, refresh, and other key subscription activities.
- Document customer feedback to product and engineering teams for future enhancements or fixes.
- Maintain subscription records to promote successful customer engagement and quick resolution of requests.
Requirements
- Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
- Fluent in both German and English.
- Familiarity with the storage market and storage solutions.
- Experience managing technical issue escalations to resolution.
- Experience with high-tech customer subscription billing and invoicing.
- Prior experience in customer presentations and reporting.
Benefits
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Applicant Tracking System Keywords
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Hard skills
customer supportaccount managementtechnical issue escalationsubscription billinginvoicingcapacity consumptionforecastingplanningmaintenancecustomer presentations
Soft skills
customer satisfactionproblem resolutionadvocacycommunicationcollaborationdocumentationengagementtimelinesseffectivenessfeedback management