Minimum qualifications:
- Bachelor's degree in Computer Science, Engineering, Math or a related technical field, or equivalent practical experience.
- 2 years of experience in a customer-facing role interfacing with executive stakeholders, driving customer technical implementation, or transformation program.
- 1 year of experience supporting customers in cloud operations, technical support, escalation management, or IT consulting.
- Ability to communicate in English and Spanish fluently.
- MBA or Master's degree in a management, technical or engineering field.
- Google Cloud professional certifications or other cloud industry certifications.
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About the job
As a Technical Account Advisor, you will create an experience enabling clients to succeed with Google Cloud. Utilizing previous experience with cloud infrastructure, enterprise technology implementation, and customer management, you will support and advise clients.
In this role, you will work with a team of fellow Account Advisors to manage the technical support and implementation experience for a set of customers. You will deliver guidance on client issues, providing continuous and timely updates while also helping to track, escalate, and aid in the remediation of technical challenges.
This is a customer-facing position that requires interactions with local stakeholders in English and Spanish. You may travel as needed.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Support onboarding and analysis, quarterly operational health reviews, monthly service reviews, escalation management, learning recommendations, and regular meetings.
- Accelerate customer adoption of Google Cloud by ensuring exceptional support and services onboarding and 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 monthly service reviews to review best practices as well as key customer growth and health metrics that help accelerate cloud adoption.
- Advocate for customer needs to overcome technical challenges and maintain customer momentum.