Technical Account Manager

NetApp; Wichita (KS); On-site; USD 88,000 - 132,000; Full time

Benefits offered by this job

Health Insurance

Employee Stock Purchase Plan

Paid Time Off

Job summary

NetApp is seeking a Technical Account Manager (TAM) to blend deep technical expertise with customer success to deliver outstanding experiences and drive meaningful business outcomes. You will guide product adoption, provide technical consultation, and help customers realize the full value of NetApp solutions.

In this role you will build trusted relationships with key technical personas, co-create success plans, run guided demos, and perform technical health checks.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 2-3 years in a customer-facing role in tech or IT.
• Strong communication and interpersonal skills.
• Foundational knowledge of enterprise IT, cloud, storage, or networking.
• Experience with CRM or customer success platforms is a plus.

Responsibilities

• Consult with customers to provide technical advice and training plans.
• Develop and nurture relationships with key technical personas.
• Facilitate onboarding and adoption activities, and guided demos.
• Conduct technical health checks and manage escalations.
• Monitor adoption, perform predictive risk mitigation, advise on value.
• Provide assessments to optimize NetApp assets and opportunities.
• Support renewal and expansion with technical health plans.
• Lead strategic technical initiatives and cross-functional collaboration.

Skills

Communication skills

Interpersonal skills

Analytical mindset

Prioritization

CRM familiarity

Education

Bachelor's degree in CS/IT/Engineering/Business

2-3 years in a customer-facing role

Foundational IT knowledge (cloud, storage, networking)

Tools

Salesforce

Gainsight

Job description

Job Summary

As a Technical Account Manager (TAM) at NetApp, you will blend technical expertise with exceptional customer success skills to deliver outstanding customer experiences and drive meaningful business outcomes. This role provides guidance, supports product adoption, and offers technical consultation to help customers realize the full value of NetApp solutions. The TAM partners closely with customers to understand their business goals, build technical success plans, and establish NetApp as a trusted partner in customer success.

Job Requirements

• Business Consultation: Consult with customers to provide technical advice on NetApp products and services, focusing on key areas to enhance their product experience and achieve business goals. Based on customer needs, recommend and manage customer training plans.
• Relationship Building: Develop and nurture relationships with customers, focused on key technical personas (VP Infrastructure, Infrastructure Architect, Storage Admin and Engineer, Security and Compliance Lead), becoming a trusted technical advisor and advocate throughout their journey with NetApp.
• Onboarding, Adoption, and Capacity Management: Facilitate smooth onboarding and adoption activities, collaborating with customers to co-create technical success plans tailored to their specific needs and goals. Facilitate guided demos tailored to customer environment and needs.
• Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended solutions, and identify areas for improvement. Manage P1 escalations alongside key internal resources and share P2-P4 awareness.
• Proactive Technical Engagement: Use advanced data insights and technical knowledge to monitor adoption and/or utilization and assist with predictive risk mitigation, guiding customers to recognize greater value from NetApp solutions.
• Asset Management: Provide assessments consulting with the customer to maintain and optimize the customer inventory of NetApp assets and services while identifying and qualifying opportunities to expand, replace, or optimize their environments.
• Renewal and Expansion: Collaborate with Renewal Specialists and Field Sales to design and implement technical health plans with the goal of value realization, ensuring successful renewal leveraging NetApp's product portfolio. Provide guidance on their solutions, what they should be consuming and make recommendations for renew, refresh and expand.
• Strategic Initiatives: Lead and contribute to strategic technical initiatives that enhance customer success, drive innovation, and support organizational goals.
• Cross-Functional Collaboration: Work closely with Renewal Specialists, Field Sales, and other technical teams to ensure an exceptional customer experience and drive the technical customer success strategy with wider account team

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field, or equivalent experience.
• 2-3 years of experience in a customer-facing role such as Technical Support, Customer Success, Systems Administration, Sales Engineering, Professional Services, or Technical Account Management.
• Foundational knowledge of enterprise IT infrastructure, cloud technologies, storage, networking, or data management.
• Strong communication and interpersonal skills with the ability to explain technical concepts to different audiences.
• Analytical mindset with the ability to identify trends and recommend solutions.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM or customer success platforms such as Salesforce, Gainsight, or similar tools is a plus.
• Demonstrated curiosity, willingness to learn, and passion for helping customers succeed.

Compensation:
The target salary range for this position is 88,400 - 132,000 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.