Support Delivery Manager - Keystone

Job Summary

As a Support Delivery Manager - Keystone, you will serve as the primary trusted advisor for a portfolio of NetApp Keystone customers, helping them maximize the value of their subscription services. You will own the customer relationship throughout the subscription lifecycle, acting as a strategic partner, advocate, and escalation point while coordinating with cross-functional teams across Sales, Engineering, Support, and Service Delivery.

The SDM is responsible for driving customer satisfaction, subscription health, adoption, retention, and growth through regular business reviews, proactive planning, issue resolution, and operational oversight.

Job Requirements

• Serve as the primary point of contact for assigned Keystone customers, building trusted relationships with stakeholders and acting as their advocate within NetApp.
• Lead regular service and business reviews focused on subscription health, utilization, capacity planning, forecasting, and customer objectives - while providing guidance on Keystone best practices, tools, and self-service capabilities.
• Monitor subscription usage, capacity consumption, and service health to proactively identify risks and opportunities, facilitating modifications, expansions, renewals, relocations, and decommissions as needed.
• Ensure customer environments remain optimized and aligned to evolving business needs through consistent subscription lifecycle management.
• Act as the escalation point for subscription-related concerns, partnering with Service Delivery Managers, Support Account Managers, Engineering, and Operations teams to drive timely issue resolution.
• Address customer inquiries related to contracts, billing, maintenance, incidents, and service delivery, maintaining subscription hygiene and operational excellence for a seamless customer experience.Analyze subscription trends and consolidate data to deliver actionable insights and recommendations that drive continuous improvement.
• Partner with Sales, Product Management, and Engineering teams - and collaborate globally with Keystone teams - to support account growth, renewals, expansion opportunities, and future product enhancements.

Your Profile

• Experience in Customer Success, Technical Account Management, Service Delivery, Professional Services, or a related customer-facing role.
• Strong relationship-building and stakeholder management skills, with the ability to navigate complex customer environments and coordinate across multiple teams.
• Proven experience managing escalations and driving customer issues to timely resolution.
• Strong analytical and problem-solving skills, with the ability to interpret usage and operational data to deliver actionable insights.
• Excellent communication and presentation skills, with the ability to engage effectively at all levels of an organization.
• Ability to balance strategic customer engagement with operational execution in a fast-paced environment.
• Experience with subscription-based, cloud, managed services, or consumption-based business models.
• Knowledge of enterprise infrastructure, storage, cloud, or hybrid cloud environments, with familiarity with customer success methodologies and account planning practices.