Mgr, Support Account Managers

NetApp, Inc.•Durham, NC

4d•$113,000 - $165,000

About The Position

This role leads delivery & success of Technical Account Management (TAM) & Support Account Management (SAM) services for NetApp customers. This COGS-based role manages a team of TAMs & SAMs across US Public Sector, owns consistent post-sales outcomes & serves as the primary point of contact for the customer’s post-sales experience. 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.

Requirements

US citizenship required & ability to obtain and/or maintain a security clearance as a condition of employment.
Minimum of 8+ years overall experience, including 2+ years of relevant people management experience with direct reports required.
Experience driving operational cadence & KPI-based performance management.
Experience partnering with Sales, Support, Services, & Product Teams to deliver outcomes and resolve complex issues.
Strong communication with technical teams & executive stakeholders.

Nice To Haves

Expertise in data infrastructure, including storage, data management & cloud/hybrid architectures, with the ability to translate technical capabilities into customer value.
Familiarity with customer success & service management tools such as Salesforce, Gainsight, ServiceNow & dashboard-driven operations.
Executive presence & experience leading QBRs/EBRs & influencing senior stakeholders.
Experience leading operating model change, process standardization & continuous improvement at scale.
Use of automation, AI & digital workflows to improve productivity, quality & customer experience.
US Public Sector background.
Preferred experience in customer-facing, post-sales roles within enterprise technology, including Customer Success, Technical Support, Professional Services, or account delivery, with a focus on managing or leading technical teams (e.g., TAM/SAM, support, services).

Responsibilities

Drives growth & adoption of NetApp Lifecycle Management Services across the portfolio.
Leads, coaches & develops a high-performing TAM/SAM team with clear expectations & accountability.
Leads change by communicating purpose, driving adoption & measuring impact.
Champions innovation & continuous improvement through standardization, simplification & automation.
Develops strategic growth plans aligned to customer goals & NetApp priorities.
Manages resources & capacity to ensure coverage, prioritization & timely delivery.
Builds strong customer & stakeholder relationships that drive adoption, value & advocacy.