Mgr, Technical Account Management 3

Job Summary

This role leads the delivery and success of Technical Account Management (TAM) and Support Account Management (SAM) services for NetApp customers. The manager develops a high-performing team, ensures consistent post-sales outcomes, and provides leadership oversight for the customer experience. The manager is accountable for team performance, service quality, customer outcomes, adoption, operational health, capacity, and execution against business priorities.

Success in this role requires demonstrating NetApp’s High Achievement Principles through leadership in innovation, execution, and teamwork.

Innovate to Elevate — shows curiosity & a growth mindset, challenges the status quo, uses data, tools, & AI to simplify work & scales best practices.

Drive Results — sets clear priorities & outcomes, holds self & team accountable, makes timely fact-based decisions, manages risk & delivers with discipline.

Excel as a Team — builds trust, coaches diverse talent, collaborates across functions, removes blockers & fosters an inclusive, high-performing team.

Key responsibilities include

• 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 & Competencies

• 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.

Job Requirements

Minimum Qualifications

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.

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.