International Customer Technical Service-Technical Account Manager-Manila

As a Technical Account Manager (TAM), you will serve as a pivotal customer service interface, dedicated to ensuring the stability and growth of our clients’ cloud-business operations. Your role will involve working closely with the Alibaba Cloud team to prioritize and address customer requests, issues, and feature enhancements promptly.

Standardized Operations

• Ensure the stability and security of customer cloud platforms through comprehensive risk governance, timely product updates, upgrades, and efficient emergency fault response.
• Optimize cloud resources and performance, enhancing cloud operational efficiency and customer satisfaction.
• Advocate for continuous product operation improvements, simplifying cloud management and empowering customers with sustainable cloud platform maintenance capabilities.
  
  

Cloud Migration Support

• Guide customers through their cloud migration journey, leveraging our expertise in application and big data architecture, database localization, performance tuning, data governance, and platform construction.
• Offer industry-specific best practices and solutions to maximize cloud utilization.
  
  

Cloud Optimization (Public Cloud)

• Develop and refine system architectures, ensuring business continuity, disaster recovery capabilities, system monitoring, and regular recovery drills for optimal stability and reliability.
• Adopt intelligent monitoring and alerting to boost business efficiency and user experience.
  
  

Standardized Technical Operations

• Provide end-to-end cloud technology support, including cost optimization, maturity assessments, compliance, security enhancements, and consulting services to fortify customers cloud operations.
  
  

Expert Services

• Deliver best practices, solution consulting, and services tailored to Alibaba Cloud’s intelligent products.
• Assist customers in enhancing their cloud product operations and usage proficiency, supporting successful cloud migrations with effective tools and strategies.
  
  

Job Requirements

• Over 5 years of experience in solution development, architectural design, server-side development, and operational tasks within enterprise groups.
• Solid technical expertise in large-scale application development or operations with cloud product foundations.
• Proficiency in technical domains such as large language model, cloud-native technologies, big data, databases, networking, middleware, and the architecture of main business line products.
• Capability to understand and design cross-product system architectures and effectively solve related issues.
• Ability to recognize customer categories and maintain tailored communication and problem resolution strategies, ensuring satisfaction at all levels, including senior management.
• Strong operational management skills, focusing on system optimization to maximize cloud platform stability and efficiency.
• Competence in coordinating both internal and external stakeholders, managing customer or complex internal projects, adhering to SLAs, and achieving high satisfaction.
• Systematic and comprehensive solution design and architectural skills catered to complex technical environments.
• Excellence in decomposing complex technical issues into actionable solutions and system architecture designs for single-product technical scenarios.
• Expertise in applying practical cases and custom optimization solutions for customer-specific business scenarios, such as high availability.
  
  

The TAM we are looking for will create a communicative environment, excelling in distilling communication points, effective listening, and clear expression of ideas. With a dynamic service-oriented mindset, youre committed to seeing customer issues through to resolution. If you have a blend of technical proficiency, customer-facing experience, and the drive to deliver exceptional solutions, we want you on our team.

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