Technical Account Manager, Japan
An early hire into a newly created Technical Account Management function at a global database software company in Japan. You will act as the senior technical partner to a handful of the company's largest customers, owning account-wide technical outcomes and helping establish a new service offering.
About the company
A global database software company whose platform is used by large enterprises to build and run mission-critical applications. It is establishing a Technical Account Management function in Japan within its technical services organisation.
The role
The Technical Account Manager is an early hire into this new function and will help shape the service offering from the start. You will work closely with a handful of the company's largest customers, build relationships with their technical leaders and act as the expert resource on running the platform at scale.
The remit is to build customer confidence and deliver technical outcomes across the whole account. You will operate in complex environments where responsibilities between customer and vendor may be shared or unclear, moving between coaching, enabling and marshalling resources as needed. The role is based in Tokyo on a hybrid model, with flexibility to work around customers whose systems cannot go down.
Over the first 12 months, you are expected to move from product training to independent ownership of customer accounts.
Responsibilities
- Build relationships with technical leaders at key customers and lead account-wide technical engagement
- Run structured discovery and agree a roadmap of shared objectives
- Advise on architecture, performance, recovery and security at scale
- Identify deep dive opportunities and either lead them or connect customers with internal specialists
- Keep internal stakeholders informed, including executives during escalations
- Pass customer requirements to product teams and manage expectations
- Mentor new team members and build knowledge of new product lines
- Develop and document tools, techniques and procedures for the customer relationship
What you bring
- 7+ years of relevant experience
- Clear communication with audiences from engineers to executives
- Calm, authoritative leadership in escalated situations
- A structured approach to solving complex problems across multiple technologies and teams
- Experience building, tuning and troubleshooting mission-critical production database systems
- Experience with a major cloud services stack and large-scale enterprise environments
- Helpful: microservices, CI/CD, containers, enterprise identity platforms, git, and Linux systems troubleshooting
Interested in this role?
Client names are shared once we have spoken. Send your resume and we will be in touch.