Technical Account Manager

Austin, TX

Our teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of our Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to our products get the highest quality customer support and that our Cloud program overall is kept on the cutting edge.

Our Professional Services organization brings product and implementation expertise directly to our customers, injecting passion and know-how to help them get the most out of our Cloud offering.

As a Cloud Technical Account Manager (TAM), you will draw on your technical, communication and organizational skills to help customers get the most value from their Cloud platform investment. Your previous experience with enterprise infrastructure implementations, cloud platform design, Big Data solutions, and application development will play a critical part in your day to day work driving success and advocating for our most critical strategic customers. You will own all aspects of Cloud adoption, helping customers accelerate their journey to our platform and optimize their business and technical operations.

You will develop deep and lasting relationships with senior business executives and IT stakeholders to develop a strong understanding of their business requirements and goals. Building on this knowledge, you will own the shared strategic roadmaps to drive customer partnerships, provide technical guidance and program leadership, and facilitate customers’ digital transformation to maximize their value on our Cloud platform.

Our Cloud offering helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life.

Responsibilities
* Drive the customer partnership for key strategic customers. Establish executive relationships, conduct customer QBRs, advocate for customer to rapidly knock down adoption blockers, and coordinate across multiple work streams and teams to maintain customer momentum.
* Own the post-sales relationship with customers to maximize value. Team with customer technical and implementation leads and partners to manage and drive successful adoption of our Cloud platform.
* Guide customers through the entire innovation lifecycle, building strategic roadmaps and driving achievement of key milestones.
* Serve as champion and advocate for business transformation, enabling teams to embrace cloud technologies.
* Provide best practices and accelerated support for our Cloud platform. Develop best practice recommendations for our Cloud partners based on the experience gained during customer engagements.
* Drive customer feedback to product management and engineering to ensure the best possible production experience, and assist in prioritizing product requirements by communicating customer needs and impact.

Qualifications
Minimum qualifications:
* BA/BS degree in Computer Science, Mathematics or a related technical field or equivalent practical experience.
* Experience as a customer-facing services consultant in an infrastructure and/or data systems environment.
* Experience working with a cross-functional and geographically dispersed team and customer base.
* Ability to travel (domestically and internationally) up to 30% of the time.

Preferred qualifications:
* Experience working with channel partners, systems integrators and third party developers to deliver solutions.
* Experience in application/workload migration to the our Cloud platform or similar services.
* Experience in cloud operations - technical support or operations (e.g capacity planning, product release management, etc).
* Background in 2 of the following areas: data center infrastructure, operating systems, networking, security, system administration, service management modernization, and/or data architecture.
* Ability to present technical materials effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and non-technical matters.
* Excellent written, communication, project management and stakeholder management skills, with a focus on translating business requirements into technology solutions.
* Background in 2 of the following areas: data center infrastructure, operating systems, networking, security, system administration, service management modernization, and/or data architecture.
* Ability to present technical materials effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and non-technical matters.
* Excellent written, communication, project management and stakeholder management skills, with a focus on translating business requirements into technology solutions.