Alibaba Cloud-Technical Account Manager-Sunnyvale, CA, United States

About the position

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 Americas team to prioritize and address customer requests, issues, and feature enhancements promptly.

Responsibilities

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

Requirements

• Over 5 years of experience in solution development, architectural design, server-side development, and operational tasks for large-scale internet or financial applications or within enterprise groups.
• Solid technical expertise in large-scale application development or operations with cloud product foundations.
• Proficiency in technical domains such as 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.

Benefits

• Base pay range for this position at commencement of employment is expected to be between $133,000/year and $220,000/year.