Support Delivery Manager - Keystone

Job Summary

As a Support Delivery Manager - Keystone, you will be a key point of contact for a portfolio of NetApp Keystone customers, helping them get the most from their subscription services. Working closely with cross-functional teams across Sales, Engineering, Support, and Service Delivery, you will support the customer relationship throughout the subscription lifecycle — building trust, coordinating issue resolution, and contributing to customer satisfaction and growth.

This is a great opportunity to develop your customer success skills in a collaborative, fast-paced environment where your work directly impacts the customer experience.

Job Requirements

• Build and maintain strong relationships with assigned Keystone customers, acting as their primary point of contact and advocate within NetApp.
• Support regular service and business reviews focused on subscription health, utilisation, capacity planning, and customer objectives — sharing guidance on Keystone best practices, tools, and self-service capabilities.
• Monitor subscription usage, capacity consumption, and service health to help identify risks and opportunities, supporting modifications, expansions, renewals, and decommissions as needed.
• Help ensure customer environments stay optimised and aligned to their business needs through consistent subscription lifecycle management.
• Act as an escalation point for subscription-related concerns, working with Service Delivery Managers, Support Account Managers, Engineering, and Operations teams to drive timely resolutions.
• Handle customer inquiries related to contracts, billing, maintenance, and service delivery, contributing to a seamless and consistent customer experience.
• Analyse subscription trends and data to generate insights and recommendations that support continuous improvement.
• Collaborate with Sales, Product Management, and Keystone teams globally to contribute to account growth, renewals, and expansion opportunities.

Your Profile

• 2–3 years of experience in Customer Success, Technical Account Management, Service Delivery, or a related customer-facing role.
• Strong relationship-building skills, with a growing ability to manage stakeholders and coordinate across teams.
• Some experience handling escalations or customer issues, with a proactive and solution-focused approach.
• Good analytical and problem-solving skills, with comfort working with usage and operational data.Clear and confident communicator, both written and verbal, across different audiences.
• Able to manage multiple priorities and balance day-to-day tasks with longer-term customer engagement.Familiarity with subscription-based, cloud, managed services, or consumption-based business models is a plus.
• Some knowledge of enterprise infrastructure, storage, cloud, or hybrid cloud environments is beneficial; familiarity with customer success methodologies is an advantage.