Keystone Success Manager (m/f/d)

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 the following qualities, we encourage you to apply:Relationship Management: Proven ability to build and maintain strong relationships with customers, acting as their advocate and trusted advisor.Customer Coordination: Experience in working collaboratively across teams to address customer inquiries and requests promptly.Problem Solving: Strong analytical skills to monitor customer environments, identify trends, and plan for future needs or challenges.Communication: Excellent verbal and written communication skills to prepare service reviews and share key information with customers and internal teams.Issue Resolution: Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction and retention.Organization: Skilled in managing multiple priorities, tracking issues, and ensuring timely resolution of customer concerns.Growth Mindset: A willingness to learn, adapt, and continuously improve in a fast-paced environment.Customer-Centric Approach: A passion for delivering exceptional service and driving positive outcomes for customers.Job Requirements

Experience: Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.Language Proficiency: Fluent in both German and EnglishIndustry Knowledge: Familiarity with the storage market and storage solutions.Issue Resolution: Experience managing technical issue escalations to resolution.Billing and Invoicing: Experience with high-tech customer subscription billing and invoicing.Presentation Skills: Prior experience in customer presentations and <reporting.Education>: Bachelor's degree desired.