Technical Account Manager

US TAM:

As a Technical Account Manager (TAM), you will serve as a pivotal customer service interface, dedicated to ensuring the stability and growth of our clients' cloud-business operations. Your role will involve working closely with the Alibaba Cloud Americas team to prioritize and address customer requests, issues, and feature enhancements promptly.

Standardized Operations:

- Ensure the stability and security of customer cloud platforms through comprehensive risk governance, timely product updates, upgrades, and efficient emergency fault response.

- Optimize cloud resources and performance, enhancing cloud operational efficiency and customer satisfaction.

- Advocate for continuous product operation improvements, simplifying cloud management and empowering customers with sustainable cloud platform maintenance capabilities.

Cloud Migration Support:

- Guide customers through their cloud migration journey, leveraging our expertise in application and big data architecture, database localization, performance tuning, data governance, and platform construction.

- Offer industry-specific best practices and solutions to maximize cloud utilization.

Cloud Optimization (Public Cloud):

- Develop and refine system architectures, ensuring business continuity, disaster recovery capabilities, system monitoring, and regular recovery drills for optimal stability and reliability.

- Adopt intelligent monitoring and alerting to boost business efficiency and user experience.

Standardized Technical Operations:

- Provide end-to-end cloud technology support, including cost optimization, maturity assessments, compliance, security enhancements, and consulting services to fortify customers' cloud operations.

Expert Services:

- Deliver best practices, solution consulting, and services tailored to Alibaba Cloud's intelligent products.

- Assist customers in enhancing their cloud product operations and usage proficiency, supporting successful cloud migrations with effective tools and strategies.

Requirements:

- Over 5 years of experience in solution development, architectural design, server-side development, and operational tasks for large-scale internet or financial applications or within enterprise groups.

- Solid technical expertise in large-scale application development or operations with cloud product foundations.

- Proficiency in technical domains such as cloud-native technologies, big data, databases, networking, middleware, and the architecture of main business line products.

- Capability to understand and design cross-product system architectures and effectively solve related issues.

- Ability to recognize customer categories and maintain tailored communication and problem resolution strategies, ensuring satisfaction at all levels, including senior management.

- Strong operational management skills, focusing on system optimization to maximize cloud platform stability and efficiency.

- Competence in coordinating both internal and external stakeholders, managing customer or complex internal projects, adhering to SLAs, and achieving high satisfaction.

- Systematic and comprehensive solution design and architectural skills catered to complex technical environments.

- Excellence in decomposing complex technical issues into actionable solutions and system architecture designs for single-product technical scenarios.

- Expertise in applying practical cases and custom optimization solutions for customer-specific business scenarios, such as high availability.

The TAM we are looking for will create a communicative environment, excelling in distilling communication points, effective listening, and clear expression of ideas. With a dynamic service-oriented mindset, you're committed to seeing customer issues through to resolution. If you have a blend of technical proficiency, customer-facing experience, and the drive to deliver exceptional solutions, we want you on our team.

The base pay range for this position at commencement of employment is expected to be between $133,000/year and $220,000/year. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Mexico TAM:

As a Technical Account Manager (TAM), you will serve as a pivotal customer service interface, dedicated to ensuring the stability and growth of our clients' cloud-business operations. Your role will involve working closely with the Alibaba Cloud Latin Americas team to prioritize and address customer requests, issues, and feature enhancements promptly.

Standardized Operations:

- Ensure the stability and security of customer cloud platforms through comprehensive risk governance, timely product updates, upgrades, and efficient emergency fault response.

- Optimize cloud resources and performance, enhancing cloud operational efficiency and customer satisfaction.

- Advocate for continuous product operation improvements, simplifying cloud management and empowering customers with sustainable cloud platform maintenance capabilities.

Cloud Migration Support:

- Guide customers through their cloud migration journey, leveraging our expertise in application and big data architecture, database localization, performance tuning, data governance, and platform construction.

- Offer industry-specific best practices and solutions to maximize cloud utilization.

Cloud Optimization (Public Cloud):

- Develop and refine system architectures, ensuring business continuity, disaster recovery capabilities, system monitoring, and regular recovery drills for optimal stability and reliability.

- Adopt intelligent monitoring and alerting to boost business efficiency and user experience.

Standardized Technical Operations:

- Provide end-to-end cloud technology support, including cost optimization, maturity assessments, compliance, security enhancements, and consulting services to fortify customers' cloud operations.

Expert Services:

- Deliver best practices, solution consulting, and services tailored to Alibaba Cloud's intelligent products.

- Assist customers in enhancing their cloud product operations and usage proficiency, supporting successful cloud migrations with effective tools and strategies.

Requirements:

Over 5 years of experience in solution development, architectural design, server-side development, and operational tasks for large-scale internet or financial applications or within enterprise groups.

Solid technical expertise in large-scale application development or operations with cloud product foundations.

Proficiency in technical domains such as cloud-native technologies, big data, databases, networking, middleware, and the architecture of main business line products.

Masters the underlying architecture of the main products supported by the business line.

Possesses professional technical capabilities related to the supported business line.

Understands cross-product system architecture and is capable of designing solutions or troubleshooting issues based on it.

Accurately identifies and categorizes customers and key stakeholders, establishing different response measures for different customer groups.

Creates a communicative atmosphere, grasps the main points of communication, listens effectively, and expresses ideas clearly.

Possesses a strong service mindset, able to follow through on customer issues until they are resolved, ensuring customer satisfaction.

Capable of communicating with the customer's senior management in prepared scenarios within specific fields.

Has operational management capabilities, able to comprehensively manage and optimize customer systems, ensuring the stability and efficiency of the cloud platform.

Coordinates internal and external stakeholders, independently completes simple customer project management or complex internal project management, meets service delivery SLAs, and ensures high customer or business satisfaction.

Possesses systemic and comprehensive solution design and architectural capabilities, able to provide reliable solutions for customers in complex technical environments.

Has the ability to decompose complex technical issues into comprehensive technical judgments and problem-solving approaches.

Able to independently complete a basic set of system architecture designs involving only a single technical product.

Masters practical cases in common business scenarios, can customize optimization solutions based on customers' business scenarios such as HA design, FinOps, Terraform automation, etc.