Support Delivery Manager - Keystone
Primary stack
Job description
About the Position
We are looking for a Support Delivery Manager - Keystone to join our team and ensure a seamless customer experience. You will be the primary point of contact for Keystone service inquiries, responsible for comprehensive subscription service reviews, and act as the designated escalation contact for subscription-related issues.
Locations
- Schiphol-Rijk, NL, 1118 BH
- Dusseldorf, DE, 40472
- Cork, Munster, IE, T12 H682
- Munchen, DE, 85609
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 the process.
- 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.
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.
We Offer
- Competitive salary
- Opportunity to work in a dynamic and innovative environment
- Professional growth and development opportunities
About the Company
Join our team and contribute to providing exceptional customer service and support. We value our employees and offer a supportive and collaborative work environment.
Apply now to become a part of our team!
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