Job Description

Minimum qualifications

• Bachelor's degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.
• 10 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 English and Mandarin fluently as this is a customer-facing role that requires interactions in English and Mandarin with local stakeholders.

Preferred qualifications

• 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.
• Excellent communication, presentation, problem-solving, and people management skills.

About the job

The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.

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. TAMs are proactively focused on increasing cloud adoption and cloud usage by providing high impact advice centered on learning and enablement, platform health, architectural stability, and operational accuracy. 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 the 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 sharing best practices and will place an emphasis on shared success across your teams.

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.

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.