［About the job]
CloudMile is an Asia-Pacific regional Cloud and AI company empowering businesses to accelerate digital transformation through cloud technology. If you are passionate about cloud & AI technology and thrive in a client-focused role, come and join us! We offer a dynamic work environment, opportunities for professional growth.
As a CloudMile Associate Technical Account Manager (TAM), you will serve as the customer’s primary technical contact and a bridge between customers and our cross-functional teams to oversee and address customers’ technical needs, ensuring that our cloud solutions are aligned with customers' business strategy.
In this role, you will have opportunity to work with our industry-leading customers in Taiwan, provide professional technical services primarily on the post-sales phase to improve customer satisfaction and drive business objectives. You will regularly engage with various stakeholders, including senior executives and cross-functional and geographically dispersed teams.
You will travel up to 25% of the time as needed.
[Roles & Responsibility]
• Client Engagement: Establish and maintain a deep understanding of customers' business and technical needs. Develop a trusted advisor relationship with key client stakeholders and executive sponsors.
• Technical Guidance: Assist clients with the adoption and implementation of cloud and ISVs solutions, including facilitating technical workshops and providing guidance on best practices.
• Customer success management: Coordinate with cross-functional teams to ensure successful delivery of cloud projects. Manage and resolve technical issues, escalating as necessary.
• Support and Collaboration: Provide ongoing support to clients, including managing regular status meetings and producing reports on progress and health of the client's cloud environment.
• Feedback Loop: Act as the voice of the customer within the organization to escalate problems and to drive prioritization of business needs and technical solutions.
• Continuous Learning: Stay up-to-date with new cloud & ISVs services/products and features, ensuring that our solutions remain at the forefront of technology trends.
[Minimum Requirements]
• Bachelor’s degree in Computer Science, Engineering, related technical field, or equivalent practical experience.
• Fundamental knowledge of cloud computing technologies and the market. E.g. Cloud operations (launch/capacity planning, product release management), technical support, escalation management, and IT consulting.
• Excellent problem-solving, analytical, and technical troubleshooting skills.
• Strong communication and interpersonal skills in Chinese and English, with an ability to convey complex technical concepts to non-technical stakeholders.
• Ability to manage multiple tasks and projects in a fast-paced environment.
• Eagerness to learn and grow in the field of cloud computing and customer engagement.
[Preferred Requirements]
• Google Cloud certification (e.g., Google Cloud Associate Cloud Engineer, Professional Cloud Architect, or similar).
• Experience with Google Cloud Platform services and infrastructure, e.g. application/workload migration to public cloud providers.
• Proven record of exceptional customer service and engagement abilities, e.g. Collaborating across different business units within enterprises and digital native key accounts, or collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• Prior experience in a technical support or IT consulting role.
• Understanding of software development practices and database technologies. E.g. IT operations, database systems, networking, IT security, cloud-native application development, storage and CDN, etc.
• Additional certifications or coursework in project management or customer relationship management.
