Support Delivery Manager - Keystone

In this role, you will act as the main point of contact for a portfolio of Keystone customers, fostering trusted relationships and advocating for their needs within NetApp. You will lead regular service and business reviews focused on subscription health, utilization, capacity planning, and customer objectives, while providing guidance on best practices and tools available through Keystone. Your responsibilities will include monitoring subscription usage and service health to proactively identify risks and opportunities, facilitating necessary modifications, expansions, renewals, relocations, and decommissions. You will ensure that customer environments are optimized and aligned with their evolving business needs through effective subscription lifecycle management. Additionally, you will serve as the escalation point for any subscription-related concerns, collaborating with Service Delivery Managers, Support Account Managers, Engineering, and Operations teams to resolve issues promptly. You will also handle customer inquiries regarding contracts, billing, maintenance, incidents, and service delivery, maintaining operational excellence for a seamless customer experience. Your analytical skills will be essential in analyzing subscription trends and providing actionable insights to drive continuous improvement. Partnering with Sales, Product Management, and Engineering teams, you will support account growth, renewals, and future product enhancements while collaborating globally with Keystone teams.