Customer Success Manager

If you are passionate about playing a key role in the success of the company known as the industry-leading storage and data management software for the cloud, we want to hear from you

Our client is a well-established brand in the Technology industry and they are now looking for a passionate and driven
**Customer Success Manager - Keystone (SGP/BLR) **to join their team.

The Keystone Success Manager's (KSM) primary role is to own the relationship between the Client partner 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 Client's support organization.

Delivers and communicates ROI for our clients throughout the customer lifecycle. Accomplished through a deep understanding of the customers' technical needs, positioning the appropriate technical solutions, and assisting with processes within the customers' environment that enable Keystone to be successful in their environment.

Being the trusted advocate for the customer on the use-case and program functionality. Delivering customer feedback and experiences into core product management for continued program development.

The KSM handles billing inquiries from the customer and handles any discrepancies or concerns that may occur from a contracted SLA standpoint.

Internal to the Client, the KSM monitors the customer's 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 (Client or Partner) and meets customers' growth demands.
- Single point of contact for Keystone service
- Customer Onboarding
- Keystone service review calls
- Capacity consumption, forecasting, planning review
- Performance consumption, forecasting, planning review
- Maintenance review
- Incident review
- Billing review
- Enabling Service Renewals
- Best practices review
- Partners with internal teams
- Escalation point of contact
- Customer advocate

**Responsibilities**:
**_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.

**_Education _**
- Client Support process review.
- Client 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.

**Critical Skills**
- 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.

**Education**

Bachelor’s degree or equivalent experience. Master’s or MBA a plus.

**WHAT’S ON OFFER**

Your interest will be treated with strict confidentiality.