The Technical Account Manager (TAM) will act as a customer advocate, providing proactive services to enhance the health and stability of customers' on-cloud IT operations within assigned accounts as part of Alibaba Cloud's enterprise support plan. The role focuses on increasing customer satisfaction, decreasing support costs, and delivering necessary awareness around product improvements.
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Key responsibilities include:
- Engaging with customers to ensure successful operations and realization of value from Alibaba Cloud products.
- Understanding customer business challenges while serving as a trusted advisor for best practices, driving further adoption of Alibaba Cloud solutions.
- Acting as a liaison for aftersales delivery of proactive services, offering best practice advice and guidance, and advocating for the customer within Alibaba Cloud.
- Coordinating with Account Management, support, consulting, and engineering teams to address technical queries promptly and meet project timelines and requirements.
- Maintaining a deep understanding of products and technologies to help assigned accounts avoid issues, mitigate risks, and manage changes and incidents.
Location: Dubai, United Arab Emirates (On-site)
Work Conditions: Full-time
Position Requirements:
- Bachelor’s degree and a minimum of 5 years of experience, specifically with Java development.
- Background in IT, computer science, and/or cloud computing, with a strong understanding of networking, servers, storage systems, enterprise applications, and cloud technologies.
- Knowledge of cloud architecture design and familiarity with architectural methodology and practices for applications/websites.
- Proven ability and experience in customer-facing roles as a technology consultant.
- Strong understanding of cloud technical architecture, with experience in cloud migration, distributed system design, and high availability/failover.
- Experience with Microservices, Containers, and/or Serverless technologies (e.g., Istio, Docker, Kubernetes, Mesos).
- Familiarity with major cloud computing vendors like AWS, GCP, and Microsoft Azure; knowledge of Alibaba Cloud is a plus.
- Self-motivated, quick learner, and able to perform under high pressure.
Language Requirements:
- Fluent in English.
- Ability to speak and write in Mandarin or Arabic at a professional level is a plus.
