Support Delivery Manager - Keystone

About the role

NetApp is looking for a Support Delivery Manager for its Keystone service, based in Schiphol-Rijk. You will be the main point of contact for Keystone service inquiries and the escalation contact for subscription-related issues, helping customers understand and manage their subscription services.

Key responsibilities

• Own the relationship between NetApp Keystone, the customer and key stakeholders, meeting regularly to discuss subscription health and management indicators.
• Conduct subscription service reviews covering capacity consumption, forecasting, planning, maintenance, incidents and billing, and prepare agenda items and supporting documentation with Keystone Services.
• Facilitate expansion and renewal requests with pre- and post-sales contacts, and handle daily inquiries including contractual questions, support needs and best-practice guidance.
• Monitor customer environments for trends and health, and collaborate with Program and Engineering teams on issue escalation, logging and resolution.
• Document customer insights for product and engineering teams and keep subscription records accurate.
• Proactively identify accounts needing attention and mobilize internal staff to meet customer satisfaction targets.

Required profile

• Minimum of 8 years of related experience, preferably in customer support or account management in a high-tech service business.
• Experience managing technical issue escalations to resolution.
• Experience with high-tech customer subscription billing and invoicing.
• Prior experience in customer presentations and reporting (weekly, monthly, quarterly).
• Bachelor's degree desired; familiarity with the storage market and storage solutions preferred.

The company describes a hybrid working environment, with in-office or in-person expectations shared during recruitment. Applications are submitted only through the company website.