Technical Account Manager

Technical Account Manager ( Contract)

Job Description

• Manage key account clients’ E2E activities after sales, providing services such as on-boarding, migration projects, training, updates and upgrades, issue resolution, and more.
• Ensure timely completion of required actions for key accounts, maintaining both quality and quantity. This includes customer service reports, customer visits (on-site if necessary), customer resource usage analysis, and optimization suggestions.
• Provide support for key service go-live, large-scale project delivery, service migration, and customer enablement for key accounts.
• Employ project management methodology throughout delivery: initiation (requirement gathering/analysis), planning, execution/implementation, monitoring/control (including optimization), acceptance, handover, and closure.
• Effectively manage issues and requirements raised by key accounts, frontline personnel, and our client’s cloud service managers.
• Regularly collect, identify, and review key requirements to promote timely inclusion in the requirement pipeline and ensure implementation – all with the goal of improving customer satisfaction and product quality.
• Collaborate with sales, partner management, enterprise business, and other relevant departments to: 1) Optimize key account requirement management and delivery processes, regulations, systems, and tools; and 2) Provide training and enablement for related personnel.
• Participate in presales activities as needed, providing technical expertise, solution architecture, consulting, and potentially initiate delivery planning and early-stage client engagement.

Skills

• Cloud services knowledge & experience
• Project management methodologies (PMP, Prince2, Agile-Scrum, and Waterfall).
• Familiarities with SDLC, DevOps, CI/CD, QA, and other development methodologies

Preferred Experience

• Experience working with and utilizing cloud services.
• 5+ years of O&M/delivery/development experience in the IT/CT industry, with a technical background in a related field.
• Experience in O&M customer service of mainstream cloud vendors (AWS, Azure, Google Cloud, etc.) is a plus.
• At least two years of experience in public cloud O&M or VIP customer service, including an understanding of basic O&M processes and the ability to utilize them for problem resolution and goal achievement.
• Profound customer engagement, customer success, and stakeholder management abilities
• At least one year’s experience in product requirement analysis, requirement management, and product development, including mastery of the basic functions and cloud service architecture of mainstream cloud services.
• Previous engagement in product availability optimization, with insights on reliability, maintainability, and performance optimization.