About this role
Title: Support Delivery Manager - Keystone Location: Schiphol-Rijk, NL, 1118 BH Requisition ID: 135969
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.
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