Technical Account Advisor, Google Cloud, Professional Services (English)

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Minimum qualifications:

• Bachelor's degree in Computer Science, Engineering, Math or a related technical field, or equivalent practical experience.

• Experience supporting customers in cloud operations, technical support, escalation management, and/or IT consulting.

• Experience in a customer-facing role, interfacing executive stakeholders, driving technical implementation, or transformation programs.

• Ability to speak and write in English and Japanese fluently.

Preferred qualifications:

• MBA or graduate degree in a management, technical, or engineering field and 4 years of experience in a customer-facing role.
• Google Cloud professional certifications or other cloud industry certifications
• Experience collaborating across business units internally and at large enterprises.
• Experience in application/workload migration to public cloud providers like Google Cloud Platform.
• Experience collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• 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

Google Cloud helps organizations empower their employees, serve their customers, and build what's next for their business, all with technology built in the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers, developers, small and large businesses, educational institutions, and government agencies see the benefits of our technology come to life.

Our Professional Services Organization in Google Cloud delivers product and implementation expertise to ensure that customers can get the most out of their cloud investments.

As a Technical Account Advisor, you will create a compelling customer experience enabling customers to succeed with Google Cloud. You will play a critical part in supporting and advising customers.You will work with a team of fellow Advisors to manage the technical support and implementation experience for a set of customers. Advisors deliver guidance on customer issues, providing continuous and timely updates while also helping to track, escalate, and aid in the remediation of technical challenges.

In this role, you will manage and influence stakeholders, both internally and externally, through clear and concise communication at all levels of the organization. You will help track outcomes to improve the health, performance, and business capabilities to drive customer value realization.

Responsibilities

• Accelerate customer adoption of Google Cloud by ensuring an exceptional support and services experience. Provide technical guidance while managing timelines, milestones, migration goals, 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. Ensure tracking key operational metrics while identifying and remediating any pain points.
• Orchestrate 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 challenges and maintain customer momentum.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.