NetApp Keystone Success Manager 

Japan, Yokohama 

221497919

• Scheduled service review meetings
• Install base data management assistance
• Lifecycle management reports (EOS and service contract expiry)
• Account documentation• Monthly best-practice recommendations and tracking (Data ONTAP®)
• Case trending analysis
• Field alert analysis
• Reporting (storage efficiency, capacity)• Release recommendations and bug tracking
• Quarterly upgrade planning• NetApp Support process review
• NetApp Support site and tools review
• Product TechTalk facilitation• 24/7 Priority 1 case management
• Priority 2–Priority 4 case escalation management
• Process postmortems
• Technical root cause analysis Assist with special projects

• Identifies and develops business relationships with key customers, state and local advocacy groups, teaching institutions, key influencers and senior administration personnel, and establishes self as an expert resource.
• Develops and grows a pipeline to support quota achievement; implements a sales and marketing plan to identify qualified sales leads.
• Mobilizes internal staff as required to meet customer satisfaction targets.
• Ensures up-to-date CRM information is maintained in customer database.

• Fluent In both Japanese and English
• 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
• Bachelor’s degree desired