Manager, Technical Account Management

About the role

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

Key responsibilities

• Drive adoption, value realization, retention and growth of NetApp Lifecycle Management Services across the assigned portfolio.
• Lead, coach and develop a high-performing TAM/SAM team with clear expectations and accountability.
• Lead change by communicating its purpose, engaging stakeholders, addressing adoption barriers and measuring sustained business impact.
• Champion innovation and continuous improvement through standardization, simplification and automation.
• Ensure the team executes strategic customer success plans aligned with customer goals, measurable outcomes and NetApp priorities.
• Manage resources and capacity to ensure coverage, prioritization and timely delivery.
• Build trusted relationships with customers and internal stakeholders to strengthen adoption, demonstrate value, resolve risks and create customer advocates.

Required profile

• Minimum of 8 years of relevant experience, including at least 2 years of people management with direct reports.
• Post-sales, customer-facing experience in enterprise technology (Customer Success, Technical Support, Professional Services or account delivery) with responsibility for leading technical teams such as TAM/SAM, support or services teams.
• Experience driving operational cadences, using KPIs to inspect service delivery and team performance, and taking corrective action.
• Experience partnering with Sales, Support, Services and Product teams to deliver customer outcomes and resolve complex issues.
• Strong stakeholder management and executive communication, including raising risks and giving clear recommendations.
• Preferred: expertise in data infrastructure (storage, data management, cloud/hybrid architectures); familiarity with Salesforce, Gainsight, ServiceNow and dashboard-driven operations; experience leading QBRs/EBRs and operating model change.

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