Technical Account Advisor I, Google Cloud (English, Spanish)
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Please submit your resume in English - we can only consider applications submitted in this language.
Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.
Minimum qualifications:
- Bachelor's degree in Computer Science, Engineering, Math, a related technical field, or equivalent practical experience.
- 5 years of experience in a customer-facing role, interfacing with executive stakeholders, driving customer technical implementations or transformation programs.
- 2 years 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 Master's degree in a management, technical or engineering field.
- Google Cloud professional certifications or other cloud industry certifications.
- 4 years of experience in a customer-facing role.
- Experience in application/workload migration to public cloud providers like Google Cloud Platform, and collaborating with channel partners, systems integrators, third-party developers, across business units internally and at large enterprises, to deliver high-impact solutions.
- Knowledge of IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.
- Ability to communicate in Portuguese fluently.
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. You will utilize previous experience with cloud infrastructure, enterprise technology implementation, and customer management, and 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.
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.
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If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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