Manager, Technical Account Management

Role Summary

Leads the delivery and success of Technical Account Management (TAM) and Support Account Management (SAM) services for NetApp customers. This COGS-based role manages a team of TAMs and SAMs across their assigned AREA accountable for consistent post-sales outcomes and serving as the single point of contact for the customers post-sales experience with NetApp.

High Achievement Leadership Principles: Attributes & Skills

To succeed in this role the TAM Manager demonstrates NetApps High Achievement Principles through observable leadership attributes and skills across innovation execution and teamwork.

• Innovate to Elevate demonstrates curiosity and a growth mindset; challenges the status quo; leverages data tools and automation/AI to simplify work; scales best practices across the team; encourages experimentation and learning.
• Drive Results sets clear priorities and measurable outcomes; holds self and team accountable; makes timely decisions using facts and customer context; manages risk and escalations proactively; delivers commitments with operational rigor and continuous inspection.
• Excel as a Team builds trust through transparency and candour; coaches and develops diverse talent; collaborates cross-functionally and influences without authority; shares credit and removes blockers; creates an inclusive high-performance environment where teams win together.

Key Responsibilities;

• Drives business development for NetApps Lifecycle Management Service offerings expanding adoption and growth across the assigned portfolio.
• Leads coaches and develops a high-performing team of TAMs and SAMs setting clear expectations and ensuring consistent delivery against commitments.
• Leads change implementation and ongoing change management by communicating the why/what/how driving adoption and measuring impact.
• Champions innovation and continuous improvement by standardising best practices simplifying workflows and increasing quality and efficiency at scale.
• Develops and executes strategic plans for business growth aligning service motions to customer goals and NetApp priorities.
• Manages resources and capacity planning to ensure effective coverage prioritisation and timely execution of customer deliverables.
• Builds and maintains strong customer relationships partnering with internal stakeholders to drive adoption value realisation and customer advocacy.

Key Performance Indicators

Measures focus on delivering customer outcomes across the lifecycle journey improving retention and experience and scaling impact through modernised offers operating models and AI-enabled ways of working.

• Net Revenue Retention (NRR) / Renewal Health: drives renewals and retention outcomes across the assigned portfolio reducing churn risk through proactive lifecycle execution (Measures: NRR % renewal rate renewal risk score/pipeline coverage churn/downsell rate).
• Customer Experience (CSAT/NPS) & Advocacy: improves customer sentiment referenceability and trust through consistent outcomes and executive-level communication (Measures: CSAT NPS advocacy/referenceable customers executive sponsor engagement customer feedback themes closed).
• Lifecycle Execution & Engagement Cadence: ensures success plans QBR/EBR cadence and key engagements are delivered on time and to standard across accounts (Measures: success plan coverage/quality QBR/EBR completion rate engagement SLA adherence deliverable timeliness play adoption).
• Customer Health Adoption & Value Realisation: improves platform adoption/consumption and health scores driving measurable value outcomes aligned to customer goals (Measures: health score trend adoption/usage KPIs time-to-value value milestones achieved consumption/utilisation where applicable).
• Proactive Risk Reduction & Success Plan Actions: increases adoption of health plan recommendations reduces critical escalations and closes risks before they impact outcomes (Measures: action closure rate risk items aged/closed Sev1/Sev2 volume escalation cycle time reactive vs proactive case ratio).
• Expansion of Customer Success Portfolio & New Motions: grows attach/adoption of CS offers (TAM/SAM and evolving services) and supports scalable operating models through standardisation and AI-enabled efficiency (Measures: attach rate expansion ARR influenced adoption of new plays/offers cost-to-serve productivity per headcount automation/digital adoption).

Skills & Competencies

• Strong operational discipline with the ability to define inspect and improve service health and delivery metrics (e.g. engagement adoption/health CSAT retention) through recurring business reviews and data-driven actions.
• Technical breadth and curiosity across data infrastructure and support motions; exercises sound judgement on escalation management risk identification and when to engage specialists to unblock customers and protect outcomes.
• Ability to translate customer goals into clear success plans and repeatable TAM/SAM plays ensuring consistent execution value realisation and measurable outcomes across a portfolio.
• Demonstrated capability in process excellence and continuous improvementstandardises best practices improves quality of deliverables and removes friction through simplification and automation.
• Effective resource and capacity managementanticipates demand aligns coverage models and prioritises work to deliver on commitments and customer outcomes.
• Strong stakeholder management and executive communicationdelivers concise decision-ready updates; escalates early with options; and builds trust with customers and internal partners.
• Proven people leadership:hires coaches and develops talent; sets clear expectations; provides actionable feedback; and drives a culture of accountability inclusion and high performance.
• AREA regional leadership experience:navigates diverse work cultures and market dynamics; leads and develops talent across a complex distributed geography; and adapts operating rhythms to time zones languages and local customer expectations.
• Change leadership:creates alignment to new ways of working drives adoption and delivers outcomes in complex fast-moving environments.
• Communication and emotional intelligencebuilds credibility and trust; creates clarity in complex situations; tailors messaging for executive and technical audiences; and stays agile across multiple priorities and shifting requirements.

Minimum Qualifications

• 5 years of experience in Customer Success Technical Support Professional Services or post-sales delivery in an enterprise technology environment.
• 5 years of people management experience leading technical customer-facing teams (e.g. TAM/SAM support services or account delivery teams).
• Demonstrated ability to drive operational cadence and performance management using KPIs (e.g. retention customer experience adoption/health escalations productivity).
• Experience partnering cross-functionally with Sales Support Services and Product to deliver customer outcomes and resolve complex issues.
• Proven communication skills with the ability to engage effectively with both technical teams and executive stakeholders.
• Experience working in multiple markets and collaborating across multiple time zones and diverse work cultures.

Preferred Qualifications

• Domain expertise in data infrastructure (storage data management cloud/hybrid architectures) and experience translating technical capabilities into customer value.
• Familiarity with customer success and service management tooling (e.g. Salesforce Gainsight or similar CS platforms ServiceNow) and dashboard-driven operations.
• Strong executive presence with experience leading QBRs/EBRs and influencing senior stakeholders through concise decision-ready communication.
• Change leadership experience including operating model transformation process standardisation and continuous improvement at scale.
• Demonstrated use of automation/AI and digital workflows to improve productivity quality and customer experience.
• Multilingual capability relevant to APAC markets is a plus.