• Specialized Technical Account Manager

    勤務地 JP-Tokyo
    掲載日 4 months ago(2018-10-01 14:48)
    Job ID
    Amazon Web Services Japan KK
    Company/Location (search) : Country (Full Name)
  • Job Description

    As a Specialized Technical Account Manager, you will work across Elemental media products, and apply your product knowledge to key customer projects, during the specification, development, deployment and acceptance phases of projects to deploy video workflows. You will also work hand-in-hand with Specialized Solutions Architecture (SA) teams in AWS Sales to understand customer needs and design relevant media solutions. You will also work closely with customers to move those solutions from conceptual design to long-term production operations. When customized solutions are need, you will work closely with AWS Professional Services, by representing the operational needs of the customer, and aligning with the capabilities of AWS Support. You will take overall ownership of the long-term operational health of your deployed solutions and, by extension, significantly contribute to the overall success of their assigned customers. Most importantly, you will recognize that long-term customer success depends on on-going support and deep domain-focused guidance throughout the lifespan of the customer.

    In this role, you will:
    • Complete the onboarding and off-boarding requirements of the assigned key customers
    • Own customer health dashboards for media workflows, working closely with the AWS TAMs and Technical Project Manager where assigned
    • Work across Elemental products and with AWS Solutions Architects to define detailed customer project requirements and scope feature tickets
    • Interface with customer project managers and technical owners to understand requirements and deliver product releases
    • Collaborate with Product Managers to prioritize customer requirements, advocating for the customer
    • Work with Engineering managers to ensure delivery of product features to meet customer requirements
    • Advocate, specify, and own the availability of customer test environments either at Elemental HQs or at customer location
    • Verify implemented product features and test multi-product customer project workflows
    • Communicate with customers and internally across, up, and down customer organizations
    • Handle support case management activities to address customer questions and issues
    • Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services
    • Participate in 24x7 on-call rotation for post-sale customer support

    Basic Qualifications

    • Experience using the public cloud as a developer, architect, technical program manager, or implementer
    • Fluent in both written and spoken Japanese and English
    • A BS or MS in an engineering, math, or science discipline
    • 4+ years’ technical project management, technical account management, or professional services consulting experience, with some customer-facing responsibilities
    • Experience (and demonstrated credibility) working in a technical role within a software engineering-focused business

    Preferred Qualifications

    • 4+ years’ software engineering experience
    • Experience in the Media & Entertainment market
    • Experience with video processing technologies (MPEG2 / AVC/ HEVC/ MPEGTS)
    • Adaptive bitrate video streaming and delivery technologies
    • Experience with Amazon Web Services (or other cloud providers)
    • Working knowledge of Linux (CentOS or RedHat), VMware
    • A PMP and/or AWS certification
    • Ability to understand and communicate business and technical needs
    • Ability to travel domestically or internationally on occasion
    • Excellent communication skills including facilitation, negotiation, and conflict resolution
    • Ability to interact with and influence people at all levels and have excellent communication and leadership skills
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