Google

Minimum qualifications:

• Bachelor's degree in Computer Science, Engineering, Math, a related technical field, or equivalent practical experience.
• 5 years of experience in a customer-facing role interfacing with executive stakeholders, driving customer technical implementation, or transformation program.
• 3 years of experience supporting customers in cloud operations, technical support, escalation management, or IT consulting.

Preferred qualifications:

• MBA or Master’s degree in a Management, Technical, or Engineering field.
• Certifications in Google Cloud professional or other cloud industry.
• 5 years of experience in customer-facing role.
• Experience collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• Experience collaborating across business units internally and at large enterprises, in application or workload migration to public cloud providers like Google Cloud Platform.
• Knowledge in one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems and content delivery networks.

About the Job

As a Technical Account Advisor, you will draw the technical ability and customer service skills to create a compelling experience enabling clients to succeed with Google Cloud. You will utilize previous experience with cloud infrastructure, enterprise technology implementation, and customer management, and will play a critical part in supporting and advising clients. You will also work with a team of Account advisors to manage the technical support and implementation experience for a set of customers. You will deliver both proactive and reactive guidance on client issues, providing continuous and timely updates while also helping to track, escalate, and aid in the remediation of technical issues. You may travel as needed.

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

• Support onboarding and in-depth search, quarterly operational health reviews, monthly service reviews, escalation management, learning recommendations, and regular meetings.
• Accelerate customer adoption of Google Cloud by ensuring an exceptional support and services experience. Provide technical guidance while managing timelines, milestones, migration targets and business transformation goals to enable customer teams to embrace Google Cloud technologies.
• Own escalation management, the overall support and services relationship through regular Support experience and operational health reviews and ensure tracking key operational metrics while identifying and remediating any pain points.
• Manage quarterly service reviews to review best practices as well as key customer growth and health metrics that help accelerate cloud adoption.
• Advocate for customer needs in order to overcome technical issues and maintain customer momentum.