Technical Account Advisor, Google Cloud

hace 2 semanas

Ciudad de México Google A tiempo completo

**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

**Preferred qualifications**:

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

**About the job**:
Our Cloud Support Organization in Google Cloud delivers product and implementation expertise to ensure that clients can get the most out of their cloud investments.

As a Technical Account Advisor, you will draw on your technical expertise and customer service skills to create a compelling experience enabling clients to succeed with Google Cloud. Utilizing previous experience with cloud infrastructure, enterprise technology implementation, and customer management, you will play a critical part in supporting and advising 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 both proactive and reactive guidance on client issues, providing continuous and timely updates while also helping to track, escalate, and aid in the remediation of technical challenges. 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.

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.

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