Explanation:
In this role you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a leader in the Support team, you will be at the forefront of this transformation technology with interactions with leading companies in this space and engineers within the company, developing the capability. You will be surrounded by people that are smart and passionate about their work in cloud computing, and believe that world class support is critical to customer success. Support provides technical support to a global list of customers that are building mission-critical applications on top of offered services.
As more large enterprises move their critical systems to the cloud, we are in the need of the best technical talent to ensure an excellent customer experience. The Enterprise Support Manager leads a team of Technical Account Mangers who ensure key enterprise customer success in building applications and services on the cloud platform. The TAMs provide assistance to the customer as an expert on the full line of cloud services and the customer’s architecture in support of strategy questions, project planning and launch and ongoing operational issues. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle. Every day will bring new and exciting challenges on the job while you:
RESPONSIBILITIES
· Lead a team that fields and resolves support inquiries from Enterprise customers; engaging the worldwide support engineering team as required
· Manage team and individual performance, providing regular reviews and guidance to the team.
· Ensure TAM's are providing detailed reviews of service disruptions, metrics, detailed pre-launch planning
· Help build and shape the future strategy of the Japan Enterprise Support team.
· Advocate for customer requirements within the team
· Work with some of the leading technologists around the world
· Work directly with engineers and service teams to ensure that customer issues are resolved as expediently as possible
Requirements:
· Experience working with external customer’s management and customer facing
· + 5 years management experience with leading, managing and motivating technical team including minimum 10 members
· Experience setting and delivering team goals.
· Candidates must have excellent oral and written communication skills in English and Japanese
· Business level written English skill and native in written Japanese
· Conversational spoken English skills, native in spoken Japanese.
Nice to Have:
· 10+ years of management experience
· Experience working with external customer CxOs
· Experience working in a global organization
· Project Management experience
· Experience working in a fast-growing organization.
· Experience managing a team of over 20 staff