Support Delivery Manager - Keystone

Job Summary

In this role, you will serve as the primary point of contact for Keystone service inquiries, ensuring a seamless customer experience. You will be responsible for conducting comprehensive subscription service reviews that encompass capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing. As the designated escalation contact for subscription-related issues, you will represent and advocate for customer needs while facilitating any changes or renewals to their subscription services.

Additionally, you will participate in key activities, such as deployment, decommissioning, refresh initiatives, and providing oversight for relocation or decommissioning of subscriptions. Your role also includes acting as a vital feedback channel by documenting customer insights for the product and engineering teams to drive future enhancements or fixes, and you will maintain accurate subscription records to promote successful customer engagement and prompt resolution of requests.

Responsibilities

Relationship Management:

• Own the relationship between NetApp Keystone, the Customer, and key stakeholders.
• Meet regularly with customers to discuss key subscription health and management indicators and provide general subscription support.

Customer Coordination

Work with key NetApp groups to address customer requests and inquiries promptly.

Modification and Renewal Facilitation

Partner with pre-and-post sales contacts to ensure expansion or renewal requests for assigned accounts flow smoothly through process, per agreement.

Environment Monitoring

Monitor customer environments for trends and health, planning for future needs or events that may require changes.

Service Reviews

Partner with Keystone Services to prepare key agenda items and supporting documentation for sharing with customers.

Issue Management

Collaborate with Program and Engineering teams on customer issues, logging internal cases for prioritization, tracking and timely resolution.

Daily Inquiries

Handle a variety of inquiries, including contractual questions, support assistance, additional service needs, Keystone specific monitoring and management, including general guidance on best practices and knowledge sharing.

Critical Issue Resolution

Proactively identify accounts needing attention and involve management and others as needed to implement actions and plans to improve customer satisfaction and retention.

Job Requirements

Experience

Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.

Relationship Development

Build business relationships with key customers, advocacy groups, institutions, and influencers, establishing yourself as an expert resource.

Customer Planning

Help customers plan and maximize their Keystone subscription.

Internal Mobilization

Mobilize internal staff as needed to meet customer satisfaction targets.

Issue Resolution

Experience managing technical issue escalations to resolution.

Billing and Invoicing

Experience with high-tech customer subscription billing and invoicing.

Presentation Skills

Prior experience in customer presentations and reporting (weekly, monthly, quarterly).

Customer Database Maintenance

Keep the customer database up to date.

Preferred Requirements Industry Knowledge

Familiarity with the storage market and storage solutions.

Education

Bachelor's degree desired.