{"id":1526434,"url":"https://alion.io/job/zadara-senior-technical-account-manager","title":"Senior Technical Account Manager","company":{"id":2001016,"name":"Zadara","domain":"zadara.com","url":"https://alion.io/company/zadara","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":["JP"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":113000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":7,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-07-01T07:50:52Z","employer_posted_date":"2026-07-01","last_verified_at":"2026-10-24T18:32:13Z","board_verified":true,"closed_at":null,"days_open":115,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":114},"description":"Your Team & Role\nThe 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.\nBuilding 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.\nThis position requires a strong sense of ownership, accountability, and urgency, ensuring the customer feels supported at every step.\n\nYour day to day\nCustomer Relationship\nAct 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.\n\nBuild and maintain strong relationships with assigned customers.\n\nDevelop and maintain account plans, ensuring goals and expectations are met.\n\nEnsure customers realize the full value of their investment in the company's products or services.\n\nTechnical Advisory\nPossess a deep understanding of the company’s products and services.\n\nProvide customers with architecture guidance, optimization strategies, and best practices for leveraging cloud infrastructure and services.\n\nProactive Engagement - Customer Success\nAnticipate customers’ needs through regular technical health checks, performance reviews, and proactive monitoring.\n\nTrain customers on Zadara services and how to maximize benefits from Zadara services that are relevant for that customer.\n\nIncident Management\nAs the escalation point during critical incidents; drive resolution, coordinate internal resources and provide regular, timely status updates.\n\nAct with a strong sense of responsibility and urgency.\n\nMonitor open tickets daily and alert the support team if not being addressed sufficiently or timely.\n\nSuccess Planning\nCollaborate with Sales Account Manager to define success plans, ensuring alignment between technical delivery and business objectives.\n\nCollaborate closely with product marketing, product management and field marketing functions to build quality customer focused campaigns, offers, and Go-To-Market initiatives.\n\nDocumentation & Reporting\nMaintain accurate documentation of customer account information, interactions, technical issues and provide regular status updates.\n\nDeliver executive-level reports as needed. (e.g. “health checks” and growth plans with reps).\n\nDeliver closed-loop lead and deal management process and metrics to support sales and marketing objectives and goals.\n\nStrategic Business Support\nPartner with the SA to plan capacity and optimize infrastructure for new services and business growth.\n\nDevelop DR plans and participate in planning and executing disaster recovery drills to validate business continuity.\n\nSupport the SA in delivering POCs, customer demos, and training for new features and tools.\n\nCreate technical enablement materials and deliver post-sales training sessions for MSP partners.\n\nWhat you bring\nFluency in Japanese (written and spoken) is required.\n\nBusiness-level English proficiency.\n\nMust have legal authorization to work in Japan (visa sponsorship not available).\n\n7+ years of related experience; technical consulting, customer success, solution architect, systems engineering.\n\nStrong business acumen; understand how businesses operate, make sound judgments, and contribute to the overall success of an organization\n\nExcellent technical aptitude and experience leading highly complex products through technical support.\n\nExcellent interpersonal and communication skills with a high level of emotional intelligence.\n\nProven experience managing enterprise customers and delivering high-touch technical support.\n\nAbility to work independently, prioritize effectively, and handle complex customer environments.\n\nFamiliarity with incident response frameworks and service management practices.\n\nProject management experience.\n\nCloud certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert) are strongly preferred.\n\nKnowledge of Cloud Computing: AWS, Azure, Google, VMware.\n\nKnowledge of Networking: topology, routers, LAN, WAN.\n\nKnowledge of Storage: SAN, NAS, Object Storage.","description_format":"text","description_chars":4474,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)"],"lifecycle":[{"event":"open","at":"2026-09-30T14:20:36Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long 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