Technical Account Manager 3 - Major Incident Team
About The Position
As a Technical Account Manager (TAM) at NetApp, you will blend technical expertise with customer success skills to deliver outstanding customer experiences and drive business outcomes. You will guide product adoption and provide technical consultation to help customers realize the value of NetApp solutions. Working closely with customers, you will understand their business goals, build technical success plans, and establish NetApp as a trusted partner in customer success. This is a hybrid role. Candidates must reside within commuting distance of a designated NetApp office and be able to work on-site as required. The position focuses on major incident support and customer technical success, working with customers and internal teams to manage escalations, monitor technical health, and support adoption, renewal, and expansion.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 5 years of B2B customer-facing experience in areas such as Customer Success, Sales Engineering, Technical Support, Sales Architecture, or Technical Account Management.
- Technical proficiency in NetApp products and/or enterprise IT, with the ability to understand customer needs and use product capabilities or internal resources to address them.
- Ability to build and maintain strategic technical relationships with customers.
- Excellent communication skills and emotional intelligence to address complex technical challenges and build customer trust.
- Ability to handle multiple high-priority tasks and adapt to changing requirements in fast-paced environments.
- Expertise in data analysis, developing actionable technical insights, and making strategic recommendations.
- Proficiency in MS Office.
- Ability to work independently and collaboratively with global internal and external teams.
- Capability and commitment to obtain NetApp Certified Technical Support Professional (NCTSP) certification or a higher NetApp certification.
- Must reside within commuting distance of a designated NetApp office and be able to work on-site as required.
Nice To Haves
- Technical storage domain knowledge.
- Experience with Gainsight, Salesforce, and technical tools relevant to the role.
- Familiarity with project management methodologies and tools.
Responsibilities
- Consult with customers on NetApp products and services, recommend customer training plans, and help customers achieve business goals.
- Build relationships with customer technical stakeholders and serve as a trusted technical advisor and advocate.
- Facilitate customer onboarding and product adoption, co-create tailored technical success plans, and provide guided demonstrations.
- Conduct technical health checks to assess adoption, address technical challenges and security vulnerabilities, recommend solutions, and identify improvements.
- Manage P1 escalations with key internal resources and share awareness of P2–P4 incidents.
- Monitor adoption and utilization using data insights, help mitigate risks, and guide customers toward greater value from NetApp solutions.
- Assess and help optimize customer inventories of NetApp assets and services, identifying opportunities to expand, replace, or optimize environments.
- Collaborate with Renewal Specialists and Field Sales on technical health plans and renewals, and advise customers on consumption, renewal, refresh, and expansion opportunities.
- Develop, document, and share technical best practices, processes, and playbooks with team members.
- Lead and contribute to strategic technical initiatives that support customer success, innovation, and organizational goals.
- Collaborate with Renewal Specialists, Field Sales, and technical teams to provide an exceptional customer experience and advance the technical customer success strategy.
Benefits
- Comprehensive benefits package, which may include health insurance, life insurance, retirement or pension plans, paid time off, leave options, performance-based incentives, employee stock purchase plan, and restricted stocks (RSUs). Offerings vary by country and region and are subject to local laws, regulations, and company policies.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
