Keystone Success Manager

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Keystone Success Manager Düsseldorf, Germany; Schiphol-Rijk, Netherlands; Munich, Germany

Job category: Customer Support Job ID: 135615-en_US

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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: Ma...