Job Description

Technical Account Manager (TAM) is a customer service interface role. TAM is responsible for the stability of the customer's cloud business and the overall growth, quality, and satisfaction of customer service relationships. TAM works closely with the Alibaba Cloud team to ensure that customer requests, issues, and features receive timely attention and priority handling.

Responsibility:

Customer-Proximate Technical Support

•Technical Issue Resolution: Continuously monitor and analyze customers’ technical challenges; assisting customers and technical support engineers in the quick and efficient handling of support tickets through an in-depth understanding of customer business.

•Requirement Tracking: In various industries, correctly analyze customer usage and needs based on their business scenarios and cloud product usage, uncover real product requirements, and assist in the continuous optimization of products.

Stability Support and Assurance

•Emergency Response: Handle critical incident response to assist rapid business recovery, including fault containment and related safeguarding measures.

•Risk Inspection: Conduct inspections on cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments.

•Proactive Services: Design critical architecture monitoring and alerting solutions aligned with customers’ cloud-based business needs, enabling intelligent monitoring and early warnings to enhance business efficiency and user experience.

•End-to-End Assessment: Evaluate end-to-end business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways.

•High-Availability Drills: Collaborate with customers to conduct high-availability drills under extreme scenarios, simulating failure conditions, practicing business failover procedures, and participating in post-drill reviews.

Cloud-Based Business Governance and Optimization

•Cloud Usage Optimization: Guide customers in new product selection and optimize product usage methods, align with industry best practices, avoid common adoption pitfalls, and distill customer-centric optimal cloud practice guides.

•LandingZone: Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer’s cloud migration journey.

•Well-Architected Support: Support comprehensive optimization aligned with Well-Architected Framework principles, covering security & compliance, operational stability, cost optimization, and high-performance architecture design.

Service Assurance

•Service Management: Establish appropriate service and communication channels for customers during cloud adoption; provide tailored support across online, on-site, and multi-project/multi-department engagement models to ensure effective information flow for critical events and key initiatives, facilitating smooth project execution.

•Project Support: Deliver customized technical assurance programs based on customer needs during cloud product usage; develop and implement targeted technical roadmaps aligned with product capabilities and customer scenarios to ensure successful delivery of technical initiatives.

•Satisfaction Assurance: Own enterprise customer satisfaction by ensuring rapid issue resolution and smooth project delivery, while continuously providing actionable cloud usage recommendations and stability assurance solutions to holistically enhance customer cloud experience and satisfaction.

Standardized Cloud Migration Support

• Assist customers in migrating business workloads to the cloud by providing expert services including application/big data architecture design, database tuning, application/big data performance optimization, data governance, and security operations; deliver industry-specific best practices and solutions for cloud product adoption.

Customer Relationship Building and Business Opportunity Development

• Identifies key decision-makers within customer organizations, engages in dialogue using the customer’s terminology and perspective to build trust, uncovers product and technical requirements, generates qualified business opportunities, and ensures successful fulfillment.

Requirements:

• Over 5 year of experience in solution design, architecture, backend development, delivery, or operations for large-scale internet applications or enterprise-level systems in industries such as internet or finance

• Possesses a technical background with hands-on experience in developing or operating large-scale applications based on cloud products

• Possesses technical understanding and hands-on experience in one or more domains including cloud-native technologies, big data, databases, networking, and middleware.

• Masters the underlying architecture of core products within the supported business lines.

• Proficient in the specialized technical competencies required by the supported business lines.

• Understands cross-product system architectures and is capable of performing solution design or troubleshooting based on this expertise.

• Accurately identifies and categorizes customers and key stakeholders, establishing tailored response strategies for different customer segments.

• Creates a constructive communication atmosphere, focuses on key discussion points, listens effectively, and articulates messages clearly.

• Demonstrates strong service orientation—commits to fully resolving customer issues from start to finish and ensures high customer satisfaction.

• In specific domains, capable of engaging in prepared, professional communication with senior-level client executives.

• Possesses operations technology management capabilities, capable of conducting comprehensive reviews of customer business architectures and providing cloud best-practice recommendations.

• Acts as the primary owner for customer technical projects, including operational assurance, technical transformation, and stack migration initiatives.

• Assists customers in resolving complex technical issues and demonstrates strong capability to drive technical execution on the customer side.

• Exhibits systematic and holistic solution design and architecture skills, able to deliver reliable solutions in complex technical environments.

• Capable of decomposing complex technical challenges into manageable components, formulating integrated technical assessments and resolution strategies.

• Familiar with practical case studies across common business scenarios; able to tailor optimization solutions—including high availability enhancement, cloud operations assurance, capacity planning, architectural refinement, disaster recovery setup, cost evaluation and optimization—based on customer-specific contexts, proactively identify risks, and effectively implement tailored solutions.

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