Customer Success Manager

NetApp; München; Hybrid; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

NetApp is seeking a Keystone Success Manager to be the primary contact for Keystone service inquiries and to drive customer outcomes with NetApp’s subscription solutions. You will advocate for customer needs, coordinate across teams, and manage reviews, deployments, and renewals to ensure ongoing success.

This role emphasizes relationship building, proactive issue resolution, and a growth mindset in a hybrid work environment in Munich, Germany.

Qualifikationen

• Minimum of 8 years of related experience in customer support or account management in high-tech service businesses.

Aufgaben

• Advocate for customer needs within NetApp, ensuring their voice is heard and goals are supported.
• Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
• Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts.
• Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions.
• Collect and document customer feedback to provide insights to product and engineering teams for future enhancements.
• Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests.
• Act as the escalation point for subscription-related issues, ensuring timely and effective resolution.

Kenntnisse

Relationship Management

Customer Coordination

Problem Solving

Communication

Issue Resolution

Organization

Growth Mindset

Customer-Centric Approach

Jobbeschreibung

As a Keystone Success Manager, you will be the primary point of contact for our Keystone service inquiries, playing a pivotal role in ensuring our customers achieve their desired outcomes with NetApp’s subscription-based solutions. This role is ideal for individuals who thrive on building relationships, advocating for customer needs, and driving high performance. You will act as a trusted advisor, working closely with customers and internal teams to deliver exceptional service and ensure the success of our Keystone offerings.

Key Responsibilities

• Customer Advocacy: Represent and advocate for customer needs within NetApp, ensuring their voice is heard and their goals are supported.
• Primary Point of Contact: Serve as the main contact for Keystone service inquiries, ensuring customer satisfaction and prompt resolution of issues.
• Service Reviews: Conduct regular reviews on capacity consumption, forecasting, planning, maintenance, service or support incidents, and billing.
• Subscription Management: Facilitate modifications or renewals of subscription services, collaborating with pre- and post-sales contacts.
• Deployment and Decommissioning: Support key subscription activities, including deployment, refreshes, and decommissioning, ensuring smooth transitions.
• Feedback Channel: Collect and document customer feedback to provide valuable insights to product and engineering teams for future enhancements.
• Subscription Hygiene: Maintain accurate subscription records to enable successful customer engagement and quick resolution of requests.
• Escalation Management: Act as the escalation point for subscription-related issues, ensuring timely and effective resolution.

Role Requirements

We value skills, potential, and a commitment to learning over specific backgrounds. If you have the following qualities, we encourage you to apply:

• Relationship Management: Proven ability to build and maintain strong relationships with customers, acting as their advocate and trusted advisor.
• Customer Coordination: Experience in working collaboratively across teams to address customer inquiries and requests promptly.
• Problem Solving: Strong analytical skills to monitor customer environments, identify trends, and plan for future needs or challenges.
• Communication: Excellent verbal and written communication skills to prepare service reviews and share key information with customers and internal teams.
• Issue Resolution: Ability to proactively identify accounts needing attention and implement actions to improve customer satisfaction and retention.
• Organization: Skilled in managing multiple priorities, tracking issues, and ensuring timely resolution of customer concerns.
• Growth Mindset: A willingness to learn, adapt, and continuously improve in a fast-paced environment.
• Customer-Centric Approach: A passion for delivering exceptional service and driving positive outcomes for customers.

Job Requirements

• Experience: Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
• Language Proficiency: Fluent in both German and English
• Industry Knowledge: Familiarity with the storage market and storage solutions.
• 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.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.