Technical Account Manager

Description

Company Sizzle:

At CloudBlue, we’re changing the way the world does business. CloudBlue, the world’s largest cloud platform provider, powers marketplaces with a total of 30 million seats globally. We offer the energy of a start-up with the resources and backing a multi-billion corporation: Ingram Micro.

We’re helping businesses transform and grow into their future without limitations.

Our values illustrate why we are one of the best places to work:  

• Our trust in our team
• Our creative engine
• Our strive for excellence
• Our passion and energy

We’re an ambitious and hard-working team that runs fast, cuts through ambiguity and courageously takes risks. At CloudBlue, we constantly innovate and follow a customer-first approach, which requires flexibility and adaptability. Learn more about our team and how we are leading the XaaS revolution.

Your role:

• Bring the CloudBlue technical knowledge closer to the customers you manage and bring their business knowledge closer to CloudBlue teams.
  • Exceed customer expectations as their key resource within CloudBlue.
  • Function as a front-line technical resource for "best practice" and informal customer questions.
  • Provide customers with access to CloudBlue product experts when needed.
  • Provide clear and constructive feedback to CloudBlue Product Management teams based on customer requirements.
• Closely collaborate with CloudBlue tech support, sales, professional services and R&D and deliver a “Customer First” strategy.
• Maintain current functional and technical knowledge of the entire CloudBlue product line.
• Resolve customer escalations around CloudBlue products. Be available 24/7 for the customer in case of any urgency.
• Deliver quarterly reviews with customers (onsite or remote) that summarize project and support issues trends and identify opportunities for improvement.
• Guide customers through upgrades to new releases of their CloudBlue products.
• Identify potential technical or business obstacles and suggesting solutions.
• Help to document best practices in developing and deploying CloudBlue solutions to select customers. Conduct a consultative review of existing IT infrastructure to determine how CloudBlue technology can best help to customer.
• Manage and drive competing requests across simultaneous customer engagements.
• Take over the role of CloudBlue technical advisor and coordinator for assigned customer(s).
• Learn and document specifics on assigned customer(s).
• Deliver quarterly reviews with assigned customer(s).
• Keep current on CloudBlue products.

What you bring to the role:

• 3+ year experience in customer-facing positions in support, technical account manager, sales account management or other role.
• Experience with modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development.
• Experience with the CloudBlue Commerce (formerly Odin Automation) platform is a big plus.
• Experience with working for or with a service provider reselling cloud services is a plus.
• Experience with Cloud Commerce/Broker platforms is a plus (e.g. AppDirect, Jamcracker, SAP Hybris).
• Strong strategic and customer focus with a clear understanding of the wider issues.
• Strong analytical skills regarding technical and project management issues.
• Flexible to be on-call to respond to high-severity customer issues during non-standard business hours.
• Strong organizational skills with an ability to manage competing customer demands.
• Excellent communication and presentation skills (English) to communicate with our world-wide partners as well as internally.
• Influential relationships skills at all levels - ability to use these relationships to deliver service improvements.
• Ability to travel 25% of the time.

Benefits

• Flexible schedule and Hybrid work model ⌚️
• Fridays, summer and Christmas reduced time ⌛️ 
• Tickets Restaurant
• Medical and dental insurance
• Flexible compensation  
• Technical training by department 
• English and Spanish lessons
• Career paths by department 
• Monthly bonus for home electricity
• Free coffee and cold drinks ☕️
• Arcade machine 
• Team building events 
• RSC activities ♻️