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NetApp Keystone Success Manager United States, Oregon 810312981
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Account management
• Scheduled service review meetings
• Install base data management assistance
• Lifecycle management reports (EOS and service contract expiry)
• Account documentation
Proactive support
• Monthly best-practice recommendations and tracking (Data ONTAP®)
• Case trending analysis
• Field alert analysis
• Reporting (storage efficiency, capacity)
Upgrade advice
• Release recommendations and bug tracking
• Quarterly upgrade planning
Customer Education
• NetApp Support process review
• NetApp Support site and tools review
• Product TechTalk facilitation
Reactive support
• 24/7 Priority 1 case management
• Priority 2–Priority 4 case escalation management
• Process postmortems
• Technical root cause analysis Assist with special projects
Job Requirements
- Typically requires a minimum of 12 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 and Master’s or MBA preferred.
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