Senior Technical Account Manager

Your Team & Role

The Senior Technical Account Manager (TAM) plays a key role in guiding customers through their technical journey by collaborating closely with engineering, support, and product teams. The TAM’s goal is to proactively identify areas for improvement, address challenges early, and ensure long-term customer satisfaction.

Building trust and reliability is central to this role. The TAM must be consistently available to engage directly with customers, not just during successes, but also through difficult situations, complementing the standard support process with a more personal and continuous relationship.

This position requires a strong sense of ownership, accountability, and urgency, ensuring the customer feels supported at every step.

Your day to day

Customer Relationship

• 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.

Technical Advisory

• Possess a deep understanding of the company’s products and services.

• Provide customers with architecture guidance, optimization strategies, and best practices for leveraging cloud infrastructure and services.

Proactive Engagement - Customer Success

• 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.

Incident Management

• 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.

Success Planning

• 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.

Documentation & Reporting

• 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.

Strategic Business Support

• 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.

What you bring

• 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.