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About the Role

As the Technical Account Manager Lead, you will be responsible for the delivery of Technical Account Management (TAM) services to ensure customers get the most value from their Google Cloud Platform investments. You will build, lead, and coach a team of TAMs as they work with their customers to provide core technical, product, and operational advice that aligns directly to the customers’ larger business objectives. The teams are seen as trusted technical advisors who understand enterprise IT’s strategic and architectural challenges, and are able to engage directly with executives, specialist, and developers at our partners and large enterprise customers. In this role, you will build and maintain effective relationships with the Field Sales and Customer Engineering teams, to assign, allocate, and prioritize TAM activities for their customers. You will work with your peer TAM Leads to share best practices and will place an emphasis on shared success across your teams.

Responsibilities

Manage customer delivery obligations for the TAM role.
Identify and propose additional TAM Value Added Service opportunities.
Support cloud adoption blocker removal, lead feature request processes, and work cross-functionally to troubleshoot and escalate issues as needed for customers.
Build relationships with sales teams.
Work with regional Google Cloud Consulting (GCC) portfolio leads and team members to support strategy and lead customer success initiatives.
Plan for customer events and launches, partner with Support, Engineers, and Site Reliability Engineers to ensure customer success, and work with customers and support to guide issues/escalations to resolution.
Develop best practices and assets based on learnings from customer engagements to support initiatives to scale through partners and accelerate Google Cloud adoption.

Requirements

Bachelor's degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.
15 years of experience in a customer-facing role working with stakeholders to architect, develop, or maintain cloud solutions in cloud environments.
Experience in people management, including developing and leading technical teams.
Ability to communicate in Japanese and English fluently as this is a customer facing role that requires communication with local Japanese customers.
MBA or Master’s degree in a Management, Technical, or Engineering field.
Experience translating business requirements into technological solutions.
Experience in application or workload migration to public cloud providers.
Experience collaborating with teams, groups, business units, channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
Understanding of IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.

Skills

Communication
Presentation
Problem-solving
People management

Experience Level

15 years of experience

Education Level

Bachelor's degree
MBA or Master’s degree

About the Company

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.