•Drives adoption, value realization, retention, and growth of NetApp Lifecycle Management Services across the assigned portfolio.
•Leads, coaches, and develops a high-performing TAM/SAM team with clear expectations and accountability.
•Leads change by clearly communicating the purpose, engaging stakeholders, addressing adoption barriers, and measuring sustained business impact.
•Champions innovation and continuous improvement through standardization, simplification, and automation.
•Ensures the team develops and executes strategic customer success plans aligned with customer goals, measurable outcomes, and NetApp priorities.
•Manages resources and capacity to ensure coverage, prioritization, and timely delivery.
•Builds trusted relationships with customers and internal stakeholders to strengthen adoption, demonstrate value, resolve risks, and create customer advocates.
Skills & Competencies
•Strong operational discipline to define, inspect, and improve service health and delivery metrics through recurring reviews and data-driven actions.
•Ability to provide leadership oversight for major or executive-level escalations, make informed decisions, and mobilize the appropriate specialists.
•Ability to ensure measurable customer success plans and repeatable TAM/SAM practices across the portfolio.
•Ability to standardize and improve service-delivery processes by using data, automation, and continuous-improvement methods to increase quality, consistency, and scale.
•Effective resource and capacity management to align coverage and priorities with commitments and outcomes.
•Ability to translate complex issues into clear recommendations and actionable executive updates.
•Proven experience coaching and developing direct reports, setting clear expectations, addressing performance gaps, and building an inclusive, high-performing team.
•Leadership experience supporting global customers and stakeholders, with the ability to adapt delivery, communication, and resource decisions to regional and market dynamics.
•Change leadership that builds alignment, drives adoption, and delivers results in fast-moving environments.
•Ability to build trust, navigate difficult conversations, and adapt communication and influencing approaches across audiences and priorities.
Job Requirements
Minimum Qualifications
•Minimum of 8 years of relevant experience, including at least 2 years of people management experience with direct reports.
•Experience in customer-facing, post-sales roles within enterprise technology, such as Customer Success, Technical Support, Professional Services, or account delivery, with responsibility for managing or leading technical teams such as TAM/SAM, support, or services teams.
•Experience driving operational cadences, using key performance indicators to inspect service delivery and team performance, and taking corrective action when results fall short.
•Experience partnering with Sales, Support, Services, and Product teams to deliver customer outcomes and resolve complex issues.
•Strong stakeholder management and executive communication, including proactively raising risks, providing clear recommendations, and delivering actionable updates.
