NetApp Keystone Success Manager EMEA 

United States, Georgia, Savannah 

437055475

Account management

• Scheduled service review meetings
• Install base data management assistance
• Lifecycle management reports (EOS and service contract expiry)
• Account documentation

Proactive support

• Best-practice recommendations and tracking (Data ONTAP®)
• Case trending analysis
• Field alert analysis
• Subscription Reporting (storage efficiency, capacity)

Upgrade advice

• Release recommendations and bug tracking

Customer Education

• NetApp Keystone Support process review
• NetApp Keystone Support site and tools review

Reactive support

• Priority 1 case management
• Priority 2–Priority 4 case escalation
• Coordination of postmortems
• Technical root cause analysis input - Assist with special projects

• 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
• Fluent German speaking skills

Bachelor’s degree desired and Master’s or MBA preferred.