Head of Technical Account Management, Google Cloud

Minimum qualifications:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• 15 years of experience in a professional services practice lead role, or in architecting, developing or maintaining cloud solutions, and client management.
• Experience managing a team of Managers and Individual Contributors.
• Experience managing initiatives across Engineering, Sales, Support, and Professional Services.

Preferred qualifications:

• MBA or Master’s degree in Management, Technical, or Engineering field.
• Experience collaborating across teams, groups, and business units both internally and at large enterprises.
• Experience managing complex technical escalations or working with support organizations.
• Understanding of one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.
• Ability to develop teams and provide leadership on both formal and indirect reports.
• Excellent communication, presentation, problem-solving and management skills, with experience translating business requirements into technological solutions.

About the job

As the Head of Technical Account Management (TAM), you will be responsible for the delivery of TAM services to ensure customers get the most value from their Google Cloud Platform investments. TAMs are proactively focused on increasing cloud adoption and cloud usage by providing high impact advice centered on learning and enablement, platform health, architectural stability, and operational accuracy. You will build, lead, and coach a team of TAMs and TAM Managers as they work with their customers to provide core technical, product, and operational advice that aligns directly to the customers’ larger business objectives. The teams is seen as trusted technical advisors who understand enterprise IT’s strategic and architectural challenges, and are able to engage directly with executives, architects, developers, partners, and large enterprise customers.

In this role, you will build and maintain effective relationships with the Field Sales and Customer Engineering teams, to assign, allocate, and prioritize TAM activities for their customers. You value successful delivery and execution on customer engagements above all else and will support your team in making customers in your region successful. You will work to build a consistent approach to delivery, integrating with other regions as needed, share best practices with your counterparts in other regions, and will place an emphasis on shared success across your teams.

Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

Responsibilities

• Drive consistent and robust delivery of TAM services across the TAM Hub in North America to ensure a predictable set of services are provided for all customers, and provide leadership to resolve chronic complex customer escalations.
• Build solid relationships with the Sales team, and work with regional Cloud Customer Experience (CCE) portfolio leads and team members to support strategy and drive customer success initiatives.
• Work cross-functionally to troubleshoot and escalate issues as needed for customers, including interactions with Sales, Engineering, Product Management, and Support teams.
• Evaluate customer TAM demand, forecast, build TAM pipeline, hire, and grow the TAM organization. Develop meaningful metrics to evaluate team and individual performance (OKRs), and measure impact to customers.