Job Summary

The Keystone Success Manager (KSM) primary role is to own the relationship between NetApp Keystone and the Customer. The KSM will meet with the customer on a regular basis to discuss current issues and trends in their environment, go over concerns or suggestions that the customers have, and provide a single point of escalation for the customer into the NetApp support organization. The KSM handles billing inquiries from the customer and handles any discrepancies or concerns that may occur from a contracted SLA standpoint. The KSM handles the process for any expansion request for the environment.

Internal to NetApp, the KSM monitors the customers environment from a trend perspective to better plan for when the environment needs to expand. The KSM works with the Program Manager to ensure that expansions are done in a manner that is cost effective to the service provider (NetApp or Partner) and meet customers' growth demands.

• Fluent In Japanese
• 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