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CloudBlue Team Lead, Technical Account Managers

Singapore, Singapore
Job ID: 37260

Description

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?  

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling and monetizing services. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 

Ingram Micro is seeking a Team Lead, Technical Account Managers focused on supporting our CloudBlue customers. In this role, you’ll be responsible for managing a regional team of technical account managers (TAMs). Technical account managers provide a trustable technical point-of-contact for CloudBlue customers, by establishing themselves as a conduit between Technical Support, Sales, Professional Services, R&D and client they support. You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact.

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy. 

Your Role (responsibilities)

  • Ensure the premium quality of the CloudBlue TAM service at all time.
  • Lead and develop a team of technical account managers to enhance performance by setting clear accountable performance measures.
  • Interview and hire new members both internally and externally.
  • Closely collaborate with CloudBlue tech support, sales, professional services and R&D and deliver a “Customer First” strategy.
  • Resolve customer escalations around CloudBlue products.
  • Work with customers directly. This includes communication on all levels - Ops Managers, CTOs, CEOs.
  • Support sales (ops) with selling of support contracts and renewals, contribute to manage the regional P&L.
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service.
  • Seek, explore and execute ideas for continuous improvement and efficiency.

What You Should Be Able To Deliver

  • Build and grow a a team of technical account managers.
  • Setup and maintain clear work processes for technical account managers.
  • Set TAM service quality KPIs and ensure that delivery is within those KPIs.
  • Ensure that TAM services are profitable for CloudBlue.

What You Should Bring To The Table

  • Bachelor’s degree or relevant work experience in a related field.
  • 1+ years experience in managing people.
  • 4+ years experience in working in a support or professional services group.
  • 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.
  • Excellent communication and negotiation 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 10% of the time.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

 

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