Technical Account Manager
Location
Ontario | Canada
Job description
Job Description
4+ Years Experience)
Skillset: Provide resources with the following comprehensive skill sets / experience:
- 4+ years of enterprise customer facing experience.
- Supporting enterprise customers in cloud operations, technical support, escalation management or IT consulting.
- Excellent communication, presentation, problem solving and program management skills
- Ability to build, maintain, and identify strategic relationships with key senior stakeholders
- Experience collaborating across business units internally and at large enterprises
- All resources must be trained and certified via GCP Professional Cloud Architect prior to onboarding.
Service Level: Maintain positive customer experience while delivering needs at scale. Metrics may include:
- Maintain customer CSAT at 90%
- Support up to 5 accounts per resource.
Technical Account Manager Responsibilities
TAMs will act on behalf of our customers as:
- Operational partners to overcome challenges: With an understanding of operational challenges that block cloud adoption, TAMs will help drive resolutions within Google and our customers’ business.
- Proactive advisors on platform decisions: TAMs will advise our customers on best practices and use their deep understanding of our customers’ environments to help them achieve outcomes.
- Bridge to Google : TAMs will be our customers’ voice within Google - they will have the tools, knowledge, and influence to ensure our customers' needs are understood and addressed.
- Strategic advocate for our customers’ technical needs: TAMs will seek and act on opportunities to reduce customers’ cost, improve performance, and deliver competitive advantages for their businesses.
- Escalation partner: With their direct access to Google Support, Engineering and Leadership, TAMs will assist our customers when they need us most.
Preferred Qualifications
- 8+ years of customer-facing work experience with an MBA or Master's degree in a management, technical, or engineering field.
- Experience in application/workload migration to public cloud providers like Google Cloud Platform.
- Experience collaborating across business units internally and at large enterprises.
- Experience collaborating with channel partners, systems integrators and third-party developers to deliver high-impact solutions.
- Understanding of IT operations, launch and capacity planning, and product release management.
- Understanding of database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems or content delivery networks.
Regional Requirements
- NorthAM / LATAM:
- General: High efficiency model with ability to scale
- Language: English (primary), Spanish, Portuguese
- Timezone: GMT-5 (Brazil) and all North America based time zones
- Location: Onsite presence preferred, work can be delivered remotely or at vendor / Google site. If at Google site, Toronto, Canada and/or Mexico City would be preferred (All locations required)
Requirements:
Job tags
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