About NetApp and the Role

NetApp is a leader in intelligent data infrastructure, providing unified storage, integrated data services, and solutions that enable organizations to leverage their data fully, from AI applications to multicloud environments. The company is seeking a Technical Account Manager (TAM) for a full-time position based in Riyadh, Saudi Arabia.

Role Purpose and Contribution

As a Technical Account Manager at NetApp, you will combine technical expertise with customer success principles to deliver positive customer experiences and drive business outcomes. This role involves providing technical guidance, supporting product adoption, and offering consultancy to help customers maximize the value of NetApp solutions. The TAM collaborates with customers to understand their business objectives, developing technical success plans and establishing NetApp as a trusted partner in their success.

Key Responsibilities

• Provide technical advice on NetApp products and services to enhance customer experience and achieve business goals, including recommending and managing customer training plans.
• Develop relationships with key technical stakeholders (*, VP Infrastructure, Infrastructure Architect, Storage Admin and Engineer, Security and Compliance Lead) to become a trusted technical advisor.
• Facilitate onboarding and adoption activities, co-creating technical success plans tailored to customer needs and goals, and conducting guided demos.
• Conduct technical health checks to assess product adoption, address technical challenges and security vulnerabilities, share recommended solutions, and manage P1 escalations while maintaining awareness of P2-P4 issues.
• Utilize data insights and technical knowledge for proactive engagement, monitoring adoption and utilization, assisting with predictive risk mitigation, and guiding customers to recognize greater value.
• Consult with customers on asset management to maintain and optimize their inventory of NetApp assets and services, identifying opportunities for expansion, replacement, or optimization.
• Collaborate with Renewal Specialists and Field Sales to design and implement technical health plans focused on value realization, supporting successful renewals and providing guidance on solution consumption.
• Develop, document, and share technical best practices with team members to improve process quality, effectiveness, and efficiency.
• Lead and contribute to strategic technical initiatives that enhance customer success, drive innovation, and support organizational objectives.
• Work with Renewal Specialists, Field Sales, and other technical teams to ensure an exceptional customer experience and drive the technical customer success strategy.

Collaboration and Performance Metrics

The Technical Account Manager will collaborate with various internal and external teams, including Professional Services, Support Teams, Sales Teams, NetApp Pre and Post Sales Technical Teams, and customer technical stakeholders. Performance will be measured against key business objectives:

• Customer Health and Adoption Scores
• Regular and documented engagement with the customer base
• Adoption of success plans, including documented customer KPIs and value realization
• Improvement in customer satisfaction scores
• Qualified expansion of the NetApp portfolio
• Improvement in successful renewal/retention rates

Required Experience

Candidates for this role should possess 5-10 years of relevant professional experience. This experience should demonstrate a strong blend of technical expertise and customer success capabilities, aligned with the responsibilities outlined for the Technical Account Manager position.

Work Environment at NetApp

NetApp operates with a culture that values innovation, bold thinking, and problem-solving. The company rewards initiative, impact, and ownership, and provides flexibility to support professional and personal balance. NetApp recognizes that diverse perspectives drive its operations and success.