Group Manager of Technical Account Managers at Yandex Cloud

We are looking for a manager for the Technical Account Manager (TAM) team.

TAM is a key role in Yandex Cloud's customer organization. Their main task is to work with the most important clients and assist them with interactions with technical support and other teams at Yandex Cloud. In addition to exceptional communication skills, a TAM must possess deep technological knowledge and project management experience.

About the team

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What tasks await you

Managing the team of technical account managers (TAM) You will be responsible for building and ensuring the execution of internal team processes and metrics. Achieving KPIs for customer satisfaction and their business growth. Interacting with other company divisions (account managers, technical support, architects, developers) to ensure a high level of service. Developing measures to improve service quality. Organizing the handling of escalations and resolving client incidents in the role of incident manager.

We expect that you

• Are familiar with cloud technologies
• Understand the methodology and standards of IT service management
• Have participated in the implementation of IT projects with large companies
• Have managed a technical team of five or more people
• Are ready to build interaction processes within the team and with colleagues from related teams
• Know how to create a comfortable working atmosphere
• Possess strong communication skills, experience interacting with decision-makers (up to C-level) on the client side
• Have experience consulting on complex technical solutions
• Are stress-resistant and constructive in situations of critical client escalations
• Are not afraid to call a client and explain what you are offering them

Will be a plus

• Have worked in a TAM or Solution Architect position
• Understand modern technological and business challenges of various industries
• Are familiar with methods for building application solution architecture
• Possess practical skills working with various cloud platforms
• Understand the general principles of operation of DBMSs PostgreSQL, MySQL, Mongo, Greenplum