Technical Account Manager (Japan)| ThousandEyes

ThousandEyes の名前は「普通は見えないものを可視化する力」と「多様な視点からインサイトを集める能力」という 2 つの大きなアイデアから生まれました。企業がクラウドやインターネットに依存する中、ネットワークは理解できないブラックボックスとなっています。当社のインターネット・クラウドインテリジェンスプラットフォームは、インターネット、クラウド、 SaaS プラットフォームの唯一の集合的な可視化を提供し、企業やサービスプロバイダーが収益への影響、ブランド毀損、従業員の生産性低下につながる前に問題を特定するのを支援します。2020 年 8 月、シスコ・システムズが ThousandEyes を買収し、現在はシスコのネットワークサービス事業部内の ThousandEyes 事業部として、オブザーバビリティ事業の基盤となっています。About The RoleThousandEyes では、ほとんどの SaaS プロバイダーとは少し違った運営をしています。素晴らしい顧客体験の提供が長期的な価値の創出や生涯顧客化の鍵であると認識しています。そのため、ネットワークベースのサービス提供において実績のある業界経験者を採用しています。TAM （テクニカルアカウントマネージャー）は、プレミアムサポートアカウント向けの能動的なサポート役割です。特定のアカウントを担当し、顧客の営業時間に合わせてサポートし、シフト勤務ではありません。 TAM は 24 時間 365 日のサポートチームと密に連携し、グローバルに継続的なサポート体制を確保します。 TAM サービスを購入した顧客に対し、担当エンジニアが顧客チームやネットワークを理解した上でプレミアムサポートを提供します。 TAM は顧客の課題解決やネットワーク最適化、トレーニング、共同プロジェクトにも取り組みます。Responsibilities サポート：顧客の障害対応、必要に応じてサポートチームへエスカレーション 最適化：顧客システムのパフォーマンス最適化 プロアクティブな顧客対応：サポートチームや顧客 / パートナーと協力的な関係を築き、リファーラルや更新につなげる。データ分析を用いた顧客対応の可視化・報告 部門横断的連携：社内チームと協力し、製品課題への対応・解決策の提案 エスカレーション：必要時にエスカレーションマネージャーとして対応し、重要案件では適時関係者に報告、地域間の引き継ぎも調整 顧客体験：あらゆるチーム対応で優れた顧客体験を提供し、継続的に改善 プロジェクト：複数のプロジェクトを同時進行で管理、現状と今後の課題を把握 その他、特別プロジェクトへの対応 Role Requirements テクニカルサポート、ソリューションエンジニアリング、カスタマーサクセス、または技術系顧客対応組織でのサポート経験が 5 〜 7 年以上あること テクノロジー企業にて顧客対応経験が 5 〜 7 年以上あること コンピュータサイエンスまたは関連分野の学士号、または同等の実務経験 ネットワークおよびアプリケーションプロトコルの専門的理解（ Cisco/Juniper 認定が強く推奨されます： CCNA/DEVNET/JNCP 等） クラウド /SaaS ソフトウェア製品の経験が望ましい ISP 、 CDN 、クラウドサービスプロバイダーのネットワークについて強い理解 Web 技術や VoIP アプリケーションについて強い理解 KVM 、 VMware 、 Hyper-V 、 VirtualBox などハイパーバイザーの実務経験 Docker や Kubernetes などコンテナ管理ツールの実務経験 いずれかのプログラミング言語・フレームワークの知識（ JavaScript ・ Python 歓迎） セキュリティ、認証、権限、 SSO の実務知識 Linux ベースの OS の管理経験 一貫した優れた顧客体験の提供に情熱があり、顧客課題解決に尽力できること 優れた口頭および文書でのコミュニケーション能力。データを活用した説明重視 リモートや仮想チーム環境で効果的に働ける能力 優れたプレゼンテーション能力とリーダーシップ 配達重視の優れたタイム・プロジェクト管理能力 新技術・スキルへの学習意欲、トレンドへのアップデート、問題解決への情熱 必要に応じて時間外のクリティカルケースにも対応可能な柔軟性 About ThousandEyes (part Of Cisco)The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.About The RoleAt ThousandEyes, we operate a little bit differently than most software-as-a-service providers: We’ve recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service deliveryThe TAM role is a proactive support role for premium support accounts: you’ll be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift. The TAM will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model. The TAM provides select account premium support for those that purchase the TAM service, and the key value includes providing customers with a named support engineer who understands the customers team and network. TAM’s work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.Role RequirementsAt least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organizationAt least 5-7 years of working directly with customers, within a technology companyBachelor’s degree in Computer Science or a related field, or equivalent working experienceExpert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )Experience with Cloud/SaaS software products is highly desirable. Strong understanding of ISP, CDN, and cloud service provider networksStrong understanding of web technologies and VoIP applicationsHands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBoxHands on experience with container administration tools such as docker and kubernetesKnowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plusWorking knowledge in security, authentication, permissions, SSOExperience in administering Linux based operating systemsPassionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identifiedExcellent verbal and written communication skills. Heavy focus on using data to articulate messagesThe ability to work effectively in a remote or virtual team environmentExcellent presentation skills coupled with a strong leadership presenceExcellent time & project management skills, with a focus on deliveryInitiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solvingFlexibility to handle critical cases after hours as neededResponsibilitiesSupport Work break-fix issues with customers. Escalate to support team as requiredOptimization Optimize customer systems to ensure peak performanceProactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagementCross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutionsEscalations Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical regionCustomer Experience - Ensure a great customer experience in all team interactions. Measure and continually improveProjects Project manage many projects concurrently understanding current and future action itemsSpecial projects as assignedCisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.We Are Cisco#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.