Technical Account Manager

Job Summary

At NetApp, we believe in empowering our customers while fostering an inclusive, dynamic, and growth-driven environment. As a Technical Account Manager (TAM), you will combine technical expertise with exceptional customer success skills to deliver impactful experiences and drive meaningful business outcomes. Your role will focus on empowering customers to achieve their goals through NetApp solutions, blending technical acumen with strategic collaboration. This position offers opportunities for growth, innovation, and making a tangible difference in the success of our customers.

We welcome candidates from diverse backgrounds and experiences, emphasizing skills and potential over traditional requirements. If you’re passionate about technology and customer success, we encourage you to apply—your journey starts here.

Key Responsibilities:

As a TAM, your responsibilities will include:

• Business Consultation: Collaborate with customers to provide technical advice on NetApp products and services, identifying opportunities to enhance their experience and achieve business goals. Recommend and manage tailored training plans based on customer needs.
• Relationship Building: Build and maintain strategic relationships with customer technical stakeholders, such as VP Infrastructure, Infrastructure Architects, Storage Admins, Engineers, and Compliance Leads, serving as a trusted advisor throughout their journey with NetApp.
• Onboarding and Adoption: Facilitate seamless onboarding and adoption processes by co-creating technical success plans tailored to individual customer needs. Deliver guided demos designed for specific customer environments.
• Technical Health Checks: Conduct periodic health checks to assess product adoption, address technical challenges, and provide actionable recommendations for improvement. Collaborate on P1 escalations and proactively manage P2-P4 issues.
• Proactive Engagement: Leverage advanced data insights and technical expertise to monitor customer adoption, mitigate risks, and guide customers toward realizing greater value from NetApp solutions.
• Asset Management: Partner with customers to optimize their NetApp environment, assess inventory, and identify opportunities for expansion, replacement, or optimization.
• Renewal and Expansion: Work with Renewal Specialists and Field Sales teams to design technical health plans aimed at ensuring value realization, successful renewals, and expansion of NetApp’s product portfolio.
• Best Practices Development: Document and share technical best practices to continuously improve processes, playbooks, and overall team effectiveness.
• Strategic Initiatives: Contribute to strategic initiatives that enhance customer success, drive innovation, and support NetApp’s organizational goals.

Who You’ll Work With:

As a TAM, you’ll collaborate with:

• Professional Services teams
• Support teams
• Sales teams
• NetApp Pre- and Post-Sales technical teams
• Customer technical stakeholders

Job Requirements

We value skills, potential, and a growth mindset. While we encourage candidates with diverse backgrounds to apply, the ideal candidate will have:

• Education & Experience: Bachelor’s degree or equivalent experience with 5-7 years in customer-facing roles such as Customer Success, Sales Engineering, Technical Support, Sales Architect, or Technical Account Management.
• Technical Proficiency: Familiarity with NetApp products and enterprise IT environments. Knowledge of storage domains is a plus. Ability to understand customer needs and leverage product capabilities or internal resources to meet those needs.
• Relationship Building: Proven ability to establish and maintain strategic relationships with customers, particularly technical stakeholders.
• Communication Skills: Strong communication and emotional intelligence (EQ) to address complex technical challenges and build trust.
• Adaptability: Success in dynamic, fast-paced environments, with the ability to handle multiple priorities and adapt to evolving requirements.
• Data Analysis: Expertise in analyzing data, delivering actionable insights, and making strategic recommendations.
• Technical Tools: Proficiency in MS Office; experience with Gainsight, Salesforce, and relevant technical tools is a plus.
• Collaboration & Independence: Ability to work both independently and collaboratively with global teams.
• Project Management: Familiarity with project management methodologies and tools is a plus.

Key Performance Indicators & Business Objectives:

• Improve customer health and adoption scores.
• Engage regularly with customers, ensuring quality documentation of interactions.
• Ensure success plan adoption with documented customer KPIs and value realization.
• Enhance customer satisfaction scores.
• Drive qualified expansion of NetApp’s portfolio.
• Achieve successful renewal and retention rate improvements