Alibaba Cloud Intelligence-Technical Account Manager-US (Sunnyvale)

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.

Standardized Operations

• Maintain the stability of the customer's cloud platform through risk governance, product changes and upgrades, and emergency response to faults;
• Continuously optimize resources and performance to help customers improve cloud efficiency;
• Drive the continuous improvement of cloud product operation capabilities from the user's perspective, reduce the difficulty of cloud platform operations, and enhance customers' ability to maintain their cloud platform.

Standardized Cloud Migration

• Assist customers in business migration to the cloud, make good use of the cloud by providing technical services such as application/big data architecture design, database localization, application/big data performance tuning, data governance, and data platform construction, and offer best practices and solutions for cloud products in industry applications.

Cloud Optimization (Public Cloud)

• Build and optimize system architecture, establish business disaster recovery capabilities, design and implement monitoring systems, and guide regular disaster recovery drills to improve the stability and reliability of cloud-based business, ensuring system performance and response speed under high concurrency;
• Implement intelligent monitoring and early warning to enhance customer business efficiency and user experience.

Standardized Technical Operations

• Provide comprehensive cloud technology support, cost optimization, maturity assessment and consulting, compliance and security reinforcement services through standardized technical operation capabilities to enhance the efficiency and security of customers' cloud business.

Expert Services

• Provide customers with best practices, solution consulting, and services for Alibaba Cloud intelligent products;
• Combine customer cloud usage scenarios to help customers improve cloud product operation and usage skills through tools to assist customers in successfully migrating to cloud.• 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.