About NetApp

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

The S3 Program

As a company committed to developing our future workforce, we created a program that will enable you to fast track your career through classroom and on-the-job training and clear benchmarks.

At the start of the program, we will fly you to the United States to take part in our robust 90-day training program based in Raleigh, North Carolina, USA. During this training, Academy participants gain the foundational knowledge needed to have a basic understanding of the Storage Industry, NetApp, and products and solutions. Additionally, they effectively develop transferable soft skills that will allow them to excel within the organization and in their long-term careers.

You will experience an exciting 3 months with Graduate peers from all over the world. Afterwards you will return to Ireland to start the on-the-job portion of your training.

Job Summary

The Digital Keystone Success Manager's (KSM) primary role is to manage the relationship between NetApp Keystone and a pool of Customers. Using a variety of technology and modalities, the Digital KSM will respond to customer inquiries regarding (but not limited to) capacity and performance consumption, reporting, billing, discrepancies/concerns that may occur from a contracted SLA, entitlement reviews, general contract updates, and renewals. The Digital KSM will meet with customers, as requested, to do a comprehensive account review and health check. The Digital KSM will be an escalation point for the customer into the Global Services Solution Center (GSSC). The Digital KSM will also be responsible for authoring and maintaining Knowledge Base articles.

Job Requirements

• Non-technical customer inquiries (billing, consumption, reporting, modification & capacity adds, renewals).
• Escalation point of contact.
• Partners with internal teams like Keystone Sales Specialists.
• Account Management Reviews (as requested by customer):

Capacity consumption, forecasting, planning review.
Performance consumption, forecasting, planning review.
Billing review
Lifecycle management reports (EOS and subscription contract expiry)
Maintenance and Incident review (if required).

• Contractual queries.
• Knowledge Base management - author new knowledge, maintain existing knowledge.
• Customer satisfaction surveys.
• General customer advocate.

Your Profile

• You will have successfully completed a BSc or MSc (any discipline) within the last 3 years, prior to the start of the program in February 2024.
• Please note this role is also open to applicants who do not have degrees. We welcome applicants with professional certifications or relevant professional experience.
• Strong communication skills (both verbal and written) in English.
• We are ideally seeking candidates with fluency in any one of the three European languages: German, French or Spanish.
• You must have the unrestricted right to work in Ireland. Unfortunately, we are unable to provide visa sponsorship. Please refer to the recruiter for roles in other global locations.

Did you know...
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.

Job Segment: Manager, Management