Support Delivery Manager - Keystone

Support Delivery Manager - Keystone

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.

• At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

• NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

• Why You'll Thrive at NetApp

• At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

• NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

• Our culture

• We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

• If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.

• Submitting an Application

• To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

• AI Disclosure

• For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.

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• NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.

• State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.

• At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.

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