Mgr, Support Account Managers

Job Summary Hybrid work model; must be based in the RTP office 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. Key responsibilities include: 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. Skills & Competencies Strong operational discipline to define, inspect & improve service health & delivery metrics through recurring reviews & data-driven actions. Technical breadth across data infrastructure & support, with sound judgement in escalations, risk & specialist engagement. Ability to turn customer goals into success plans & repeatable TAM/SAM plays with measurable outcomes. Strength in process excellence, simplification, automation & continuous improvement at scale. Effective resource & capacity management to align coverage & priorities with commitments & outcomes. Strong stakeholder management & executive communication, including early escalation & decision-ready updates. Proven people leadership that develops talent & drives accountability, inclusion & high performance. Leadership experience across distributed teams and market dynamics. Change leadership that builds alignment, drives adoption & delivers results in fast-moving environments. Strong communication & emotional intelligence to build trust, create clarity & adapt across audiences & priorities. Job Requirements US citizenship required & ability to obtain and/or maintain a security clearance as a condition of employment. Minimum Qualifications Minimum of 8+ years overall experience, including 2+ years of relevant people management experience with direct reports required. 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). 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. Preferred Qualifications 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. Compensation: The target salary range for this position is 113,000 - 165,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process. At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process. Equal Opportunity Employer: NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification. #J-18808-Ljbffr