Mgr, Technical Account Management 3
NetApp · Posted Oct 23
Hybrid cloud data services, enterprise storage, and cloud operations solutions
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About the role
This role leads the delivery and success of Technical Account Management (TAM) and Support Account Management (SAM) services for NetApp customers. It oversees a team responsible for post-sales customer outcomes, service quality, adoption, operational health, and execution against business priorities. The manager develops a high-performing team and drives strategic customer success plans across NetApp’s data infrastructure and cloud portfolio.
What you will do
- Drives adoption, value realization, retention, and growth of NetApp Lifecycle Management Services across the assigned portfolio.
- Leads, coaches, and develops a high-performing TAM/SAM team with clear expectations and accountability.
- Leads change by clearly communicating the purpose, engaging stakeholders, addressing adoption barriers, and measuring sustained business impact.
- Champions innovation and continuous improvement through standardization, simplification, and automation.
- Ensures the team develops and executes strategic customer success plans aligned with customer goals, measurable outcomes, and NetApp priorities.
- Manages resources and capacity to ensure coverage, prioritization, and timely delivery.
- Builds trusted relationships with customers and internal stakeholders to strengthen adoption, demonstrate value, resolve risks, and create customer advocates.
Skills used in this role
What the employer is looking for
- Strong operational discipline to define, inspect, and improve service health and delivery metrics through recurring reviews and data-driven actions.
- Ability to provide leadership oversight for major or executive-level escalations, make informed decisions, and mobilize the appropriate specialists.
- Ability to ensure measurable customer success plans and repeatable TAM/SAM practices across the portfolio.
- Ability to standardize and improve service-delivery processes by using data, automation, and continuous-improvement methods to increase quality, consistency, and scale.
- Effective resource and capacity management to align coverage and priorities with commitments and outcomes.
- Ability to translate complex issues into clear recommendations and actionable executive updates.
- Proven experience coaching and developing direct reports, setting clear expectations, addressing performance gaps, and building an inclusive, high-performing team.
- Leadership experience supporting global customers and stakeholders, with the ability to adapt delivery, communication, and resource decisions to regional and market dynamics.
- Change leadership that builds alignment, drives adoption, and delivers results in fast-moving environments.
- Ability to build trust, navigate difficult conversations, and adapt communication and influencing approaches across audiences and priorities.
- Minimum of 8 years of relevant experience, including at least 2 years of people management experience with direct reports.
- Experience in customer-facing, post-sales roles within enterprise technology, such as Customer Success, Technical Support, Professional Services, or account delivery, with responsibility for managing or leading technical teams such as TAM/SAM, support, or services teams.
- Experience driving operational cadences, using key performance indicators to inspect service delivery and team performance, and taking corrective action when results fall short.
- Experience partnering with Sales, Support, Services, and Product teams to deliver customer outcomes and resolve complex issues.
- Strong stakeholder management and executive communication, including proactively raising risks, providing clear recommendations, and delivering actionable updates.
Preferred qualifications
- Expertise in data infrastructure, including storage, data management, and cloud/hybrid architectures, with the ability to translate technical capabilities into customer value.
- Familiarity with customer success and service management tools such as Salesforce, Gainsight, ServiceNow, and dashboard-driven operations.
- Executive presence and experience leading QBRs/EBRs and influencing senior stakeholders.
- Experience leading operating model change, process standardization, and continuous improvement at scale.
- Use of automation, AI, and digital workflows to improve productivity, quality, and customer experience.
Benefits and support
- Hybrid working environment
About NetApp
NetApp, Inc. is an American data infrastructure and data management company that provides unified data storage, integrated data services, and hybrid multi-cloud operations solutions to enterprise customers. Founded in 1992, the company empowers global enterprises to manage applications and data seamlessly across on-premises environments and major public clouds. NetApp specializes in intelligent data infrastructure, cyber resilience, and AI-driven data optimization.
- Industry
- Cloud Computing
- Company size
- 11700 employees
- Founded
- 1992
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Funding
Public Company
Leadership
Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Product Officer
President
Chief Technology Officer
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