Senior Technical Account Manager

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Zadara

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

☁️ SaaS

📡 Telecommunications

🏢 Enterprise

SaaS • Telecommunications • Enterprise

Zadara is a company that provides fully-managed cloud services tailored for service providers and modern enterprise needs. Their services include on-demand compute, networking, and storage that can be deployed on-premises, in hybrid environments, or across multiple clouds and at the edge. Zadara emphasizes flexibility with pay-for-use pricing and no long-term contracts, offering scalable infrastructure solutions that can adapt to any workload. They have a global reach with an extensive partner network and focus on secure, reliable, and centralized cloud management. Zadara’s solutions are particularly beneficial for industries like finance, healthcare, media, and telecommunications that require advanced data protection and performance-focused cloud services.

📋 Description

• Act as primary post-sale customer contact for priority customers. Understand our customers’ business goals and technical challenges, ensuring their voice is heard across internal teams to shape roadmap and service improvements. • Build and maintain strong relationships with assigned customers. • Develop and maintain account plans, ensuring goals and expectations are met. • Ensure customers realize the full value of their investment in the company's products or services. • Provide customers with architecture guidance, optimization strategies, and best practices for leveraging cloud infrastructure and services. • Anticipate customers’ needs through regular technical health checks, performance reviews, and proactive monitoring. • Train customers on Zadara services and how to maximize benefits from Zadara services that are relevant for that customer. • As the escalation point during critical incidents; drive resolution, coordinate internal resources and provide regular, timely status updates. • Act with a strong sense of responsibility and urgency. • Monitor open tickets daily and alert the support team if not being addressed sufficiently or timely. • Collaborate with Sales Account Manager to define success plans, ensuring alignment between technical delivery and business objectives. • Collaborate closely with product marketing, product management and field marketing functions to build quality customer focused campaigns, offers, and Go-To-Market initiatives. • Maintain accurate documentation of customer account information, interactions, technical issues and provide regular status updates. • Deliver executive-level reports as needed. (e.g. “health checks” and growth plans with reps). • Deliver closed-loop lead and deal management process and metrics to support sales and marketing objectives and goals. • Partner with the SA to plan capacity and optimize infrastructure for new services and business growth. • Develop DR plans and participate in planning and executing disaster recovery drills to validate business continuity. • Support the SA in delivering POCs, customer demos, and training for new features and tools. • Create technical enablement materials and deliver post-sales training sessions for MSP partners.

🎯 Requirements

• Fluency in Japanese (written and spoken) is required. • Business-level English proficiency. • Must have legal authorization to work in Japan (visa sponsorship not available). • 7+ years of related experience; technical consulting, customer success, solution architect, systems engineering. • Strong business acumen; understand how businesses operate, make sound judgments, and contribute to the overall success of an organization • Excellent technical aptitude and experience leading highly complex products through technical support. • Excellent interpersonal and communication skills with a high level of emotional intelligence. • Proven experience managing enterprise customers and delivering high-touch technical support. • Ability to work independently, prioritize effectively, and handle complex customer environments. • Familiarity with incident response frameworks and service management practices. • Project management experience. • Cloud certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert) are strongly preferred. • Knowledge of Cloud Computing: AWS, Azure, Google, VMware. • Knowledge of Networking: topology, routers, LAN, WAN. • Knowledge of Storage: SAN, NAS, Object Storage.

🏖️ Benefits

• We are an equal opportunity employer committed to diversity in the workplace • We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics