Technical Account Manager

Found in: Appcast US C2 - 2 weeks ago

Sunnyvale, United States Alibaba Cloud Full time

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.

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