Customer Relationship Manager

2 weeks ago


Melbourne, Victoria, Australia NetApp Full time
Job Description

We are seeking a highly skilled Customer Relationship Manager to join our team at NetApp. As a key member of our organization, you will be responsible for owning the relationship between NetApp Keystone and our customers.

Main Responsibilities:
  • Regularly schedule and attend service review meetings with customers to discuss current issues, provide a single point of escalation, and handle billing inquiries and expansion requests.
  • Assist customers with install base data management and lifecycle management reports (EOS and service contract expiry).
  • Ensure accurate account documentation and provide monthly best-practice recommendations and tracking for Data ONTAP.
  • Analyze case trends and field alerts to identify areas for improvement.
  • Provide detailed reporting on storage efficiency, capacity, and other relevant metrics.
  • Collaborate with cross-functional teams to plan and execute quarterly upgrades and ensure smooth execution of NetApp Support processes.
  • Facilitate Product TechTalks and manage 24/7 Priority 1 cases, as well as escalate Priority 2-4 cases to resolution.
Requirements:
  • Fluency in Japanese is required.
  • A minimum of 8 years of experience in customer support management or account management roles for a high-tech service business is necessary.
  • Prior experience in managing technical issue escalations to resolution and knowledge of the storage market and/or storage solutions is desired.
  • High-tech customer subscription billing and invoicing experience, as well as prior customer presentation and reporting experience, are essential.

In this role, you will have the opportunity to work closely with our customers to understand their needs and provide tailored solutions to drive success. If you are a motivated and results-driven professional with excellent communication skills, we encourage you to apply. $120,000 - $150,000 per year.



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