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About the Role

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.

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.

Requirements

• 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.
• 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.

Skills

• Strong operational discipline
• Technical breadth and curiosity across data infrastructure and support motions
• Ability to translate customer goals into clear success plans and repeatable TAM/SAM plays
• Process excellence and continuous improvement
• Effective resource and capacity management
• Strong stakeholder management and executive communication
• Proven people leadership
• AREA regional leadership experience
• Change leadership
• Communication and emotional intelligence

Experience Level

• 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

About the Company

• Leads the delivery and success of Technical Account Management (TAM) and Support Account Management (SAM) services for NetApp customers.