Alibaba Cloud-Technical Account Manager-London

Customer-Proximate Technical Support

● Technical Issue Resolution: Monitor and analyze customers' technical challenges; help customers and support engineers resolve tickets quickly through an in-depth understanding of customer business.

● Requirement Tracking: Analyze customer usage and needs based on business scenarios and cloud product usage, uncover real product requirements, and support continuous product optimization.

Stability Support and Assurance

● Emergency Response: Handle critical incidents to assist rapid business recovery, including fault containment and safeguarding measures.

● Risk Inspection: Inspect cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments.

● Proactive Services: Design architecture monitoring and alerting solutions aligned with customers' cloud business needs, enabling intelligent monitoring and early warnings to enhance business efficiency and user experience.

● End-to-End Assessment: Evaluate business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways.

● High-Availability Drills: Conduct high-availability drills with customers under extreme scenarios, simulating failures, practicing failover procedures, and participating in post-drill reviews.

● Event Support: Provide dedicated support during customers' peak business events, including architecture review, pre-event risk inspection, stress testing, failure drills, and on-site support.

Cloud-Based Business Governance and Optimization

● Cloud Usage Optimization: Guide customers in product selection and usage optimization, align with industry best practices, avoid adoption pitfalls, and distill customer-centric cloud practice guides.

● Cloud Resource Management: Assist customers in managing cloud resources, including utilization analysis, capacity planning, and elastic scaling solutions.

● LandingZone: Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer's cloud migration journey.

● Well-Architected Support: Support comprehensive optimization aligned with Well-Architected Framework principles, covering security & compliance, operational stability, cost optimization, and high-performance architecture design.

Service Assurance

● Service Management: Establish service and communication channels during cloud adoption; provide tailored support across online, on-site, and multi-project engagement models to ensure effective information flow for critical events and smooth project execution.

● Project Support: Deliver customized technical assurance programs based on customer needs; develop targeted technical roadmaps aligned with product capabilities and customer scenarios to ensure successful delivery of technical initiatives.

● Satisfaction Assurance: Own enterprise customer satisfaction by ensuring rapid issue resolution and smooth project delivery, while providing actionable cloud usage recommendations and stability solutions to enhance customer cloud experience.

Standardized Cloud Migration Support

● Assist customers in migrating workloads to the cloud with expert services including application/big data architecture design, database tuning, performance optimization, data governance, and security operations; deliver industry-specific best practices for cloud adoption.

Customer Relationship Building and Business Opportunity Development

● Identifies key decision-makers within customer organizations, engages in dialogue using the customer's terminology and perspective to build trust, uncovers product and technical requirements, generates qualified business opportunities, and ensures successful fulfillment.