Senior Technical Account Manager

Job Description

Location: India

8+ 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,