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.

Skills
Product Management, Account Management, Customer Success

Experience
2-3 yrs