Title:  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 customer’s post-sales experience with NetApp.

High Achievement Leadership Principles: Attributes & Skills

To succeed in this role, the TAM Manager demonstrates NetApp’s 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 NetApp’s 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 improvement—standardises best practices, improves quality of deliverables, and removes friction through simplification and automation.
• Effective resource and capacity management—anticipates demand, aligns coverage models, and prioritises work to deliver on commitments and customer outcomes.
• Strong stakeholder management and executive communication—delivers 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 intelligence—builds 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.