Mgr, 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 Net App 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 Net App’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.

• Drives growth & adoption of Net App 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 & Net App priorities.
• Manages resources & capacity to ensure coverage, prioritization & timely delivery.
• Builds strong customer & stakeholder relationships that drive adoption, value & advocacy.

• 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.

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.
• 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.

• 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, Service Now & 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…