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.