Keystone Success Manager

Own Every Moment  Net App, your ideas power innovation. We lead in intelligent data infrastructure—delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud. Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow.

If you're ready to bring curiosity, creativity, and drive to every moment, Net App is where your journey begins.

As a Keystone Success Manager, you will be the primary point of contact for our Keystone service inquiries, playing a crucial role in ensuring our customers achieve their desired outcomes with our solutions. This role is designed for individuals who thrive on building relationships, advocating for customer needs, and driving high performance.

• Primary Point of Contact:
  Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
• Subscription Service Reviews:
  Conduct reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Customer Escalations:
  Act as the escalation contact for subscription-related issues, ensuring timely and effective resolution.
• Customer Advocacy:
  Represent and advocate for customer needs within Net App, ensuring their voice is heard.
• Subscription Modifications and Renewals:
  Facilitate changes or renewals of subscription services, working closely with pre- and post-sales contacts.
• Deployment and Decommissioning:
  Participate in deployment, decommissioning, refresh, and other key subscription activities.
• Feedback Channel:
  Document customer feedback to product and engineering teams for future enhancements or fixes.
• Subscription Hygiene:
  Maintain subscription records to promote successful customer engagement and quick resolution of requests.

• Relationship Management:
  Own the relationship between Net App Keystone and the customer, meeting regularly to discuss key subscription health and management indicators.
• Customer Coordination:
  Work with key Net App groups to address customer requests and inquiries promptly.
• Modification and Renewal Facilitation:
  Ensure expansion or renewal requests for assigned accounts flow smoothly through the process.
• Environment Monitoring:
  Monitor customer environments for trends and health, planning for future needs or events that may require changes.
• Service Reviews:
  Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers.
• Issue Management:
  Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking, and timely resolution.
• Daily Inquiries:
  Handle a variety of inquiries, including contractual questions, support assistance, and additional service needs.
• Critical Issue Resolution:
  Proactively identify accounts needing attention and involve management to implement actions and plans to improve customer satisfaction and retention.

• 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 English
• Industry 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.

At Net App, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Net App is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race,…