Senior Technical Account Manager

This is a fully remote position, open to applicants in Japan.

📋 Description

• Serve as the main post-sale contact for priority clients. Gain insight into our clients’ business objectives and technical challenges, ensuring their feedback is conveyed across internal teams to influence the roadmap and enhance services.

• Establish and nurture robust relationships with assigned clients.

• Create and uphold account plans, guaranteeing that goals and expectations are fulfilled.

• Ensure clients fully realize the benefits of their investment in the company's products or services.

• Offer clients architectural advice, optimization strategies, and best practices for effectively utilizing cloud infrastructure and services.

• Anticipate client needs through routine technical health checks, performance assessments, and proactive monitoring.

• Educate clients on Zadara services and how to leverage these services to their maximum advantage.

• Act as the escalation point during critical incidents; lead resolution efforts, coordinate internal resources, and provide consistent, timely status updates.

• Demonstrate a strong sense of accountability and urgency.

• Daily monitor open tickets and notify the support team if they are not being addressed adequately or promptly.

• Collaborate with the Sales Account Manager to establish success plans, ensuring that technical delivery aligns with business goals.

• Work closely with product marketing, product management, and field marketing teams to create high-quality, customer-centric campaigns, offers, and Go-To-Market strategies.

• Maintain precise documentation of customer account details, interactions, technical issues, and provide regular status reports.

• Produce executive-level reports as necessary, such as “health checks” and growth strategies with representatives.

• Implement a closed-loop lead and deal management process and metrics to support sales and marketing objectives and goals.

• Collaborate with the Solutions Architect to plan capacity and optimize infrastructure for new services and business expansion.

• Develop disaster recovery plans and engage in planning and executing disaster recovery drills to ensure business continuity.

• Assist the Solutions Architect in delivering POCs, customer demonstrations, and training for new features and tools.

• Develop technical enablement materials and conduct post-sales training sessions for Managed Service Provider (MSP) partners.

⛳️ Requirements

• Proficiency in Japanese (both written and spoken) is mandatory.

• Business-level proficiency in English.

• Must possess legal authorization to work in Japan (visa sponsorship is not available).

• Over 7 years of relevant experience in technical consulting, customer success, solution architecture, or systems engineering.

• Strong business insight; ability to comprehend business operations, make informed decisions, and contribute to the overall success of an organization.

• Exceptional technical aptitude and experience in managing highly complex products through technical support.

• Outstanding interpersonal and communication skills with a high degree of emotional intelligence.

• Proven track record of managing enterprise clients and providing high-touch technical support.

• Capability to work independently, prioritize effectively, and navigate complex customer environments.

• Familiarity with incident response frameworks and service management practices.

• Experience in project management.

• Cloud certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert) are highly preferred.

• Knowledge of Cloud Computing platforms: AWS, Azure, Google, VMware.

• Understanding of Networking concepts: topology, routers, LAN, WAN.

• Familiarity with Storage systems: SAN, NAS, Object Storage.

🏝️ Benefits

• We are an equal opportunity employer dedicated to fostering diversity in the workplace.

• We assess qualified candidates without consideration of race, color, religion, sex, sexual orientation, disability, veteran status, or any other protected characteristics.