Technical Account Manager, Cloud Customer Experience

• Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience
• 8 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations or transformation programs.
• Experience supporting enterprise customers in cloud operations (e.g., launch, capacity planning, product release management), technical support, escalation management, or comparable IT consulting role.

• MBA or Master's degree in a Management, Technical, or Engineering field.
• Experience collaborating with teams, groups, business units, channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• Experience translating business requirements into technological solutions, with excellent communication, presentation, problem solving, and management skills.
• Understanding of one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems or content delivery networks.
• Excellent written and verbal communication, presentation, problem-solving, and client management skills.

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 a Technical Account Manager (TAM), you will draw on customer-facing skills and technical expertise to help customers successfully adopt Google Cloud products. You will regularly engage with stakeholder groups, including executives, operations teams, developers and other cross-functional teams. You will utilize their relationship management skills and technical credibility to effectively communicate at all levels of the organization.

You will advocate customer health on Google Cloud and guide customers to operate effectively and efficiently in the cloud. As trusted technical advisors, you will ensure customer reliability and stability, guide key events and launches and advocate for product features and improvements.

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.

• Accelerate customer adoption of Google Cloud by leading the implementation journey. Provide technical guidance and manage timelines, milestones, migration goal and business transformation strategies.
• Advocate for customer needs in order to overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain customer momentum.
• Develop relationships with stakeholders to understand customer's business, develop roadmaps, and lead quarterly business reviews and executive sessions to better understand business and technical needs.
• Plan for customer events and launches, partnering 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.