Summary
Join Centric Software as a Cloud Services Technical Enablement Manager and become a key technical advisor for our prestigious clients in the fashion and retail industries. You will work closely with sales, customer success, and support teams to ensure client success with our cloud-based solutions. Leverage your expertise to provide guidance, resolve complex issues, and drive customer satisfaction. This remote role, based in Europe, requires strong technical skills, excellent communication, and the ability to manage multiple projects simultaneously. You will report directly to the Senior Director of Cloud Services and play a crucial role in ensuring the smooth operation and success of our cloud platform.
Requirements
- Bachelorβs Degree Computer Science, MIS, or related technology field, or equivalent practical experience
- 7+ years technical account management
- Proficient in using cloud service management tools and systems
- Familiarity with cloud platforms such as AWS, Azure, or Google Cloud
- Both Linux and Windows experience
- Strong organizational and multitasking abilities in a cloud environment
- Problem-solving skills and attention to detail
- Excellent communication and interpersonal skills
- Ability to work effectively under pressure and in a fast-paced environment
Responsibilities
- Assist the global sales team by responding to hosting RFIs (Requests for Information) and RFPs (Requests for Proposals), and providing customized hosting deal pricing tailored to customer needs
- Serve as the primary point of contact for regional customer service reviews, acting as a trusted advisor during customer meetings to address technical requirements and ensure satisfaction
- Advocate for Centric's cloud best practices, maintaining high standards and consistency across deployments
- Offer actionable recommendations to enhance customer environments, improve system performance, and support long-term success
- Identify and escalate complex or high-priority issues to senior team members or management for prompt resolution
- Coordinate resources for deep technical reviews, conduct customer health checks, and ensure timely resolution of challenges
- Track and report on key performance indicators (KPIs) related to incident and service request management, identifying areas for continuous improvement
- Provide feedback to both customers and internal teams regarding system utilization and performance
- Provide technical insights and guidance to the Customer Success Team during customer interactions, ensuring adherence to best practices for cloud deployment and operations
- Act as the liaison between Cloud Services, Client Services, and Global Support during customer go-live planning
- Support the creation of comprehensive upgrade plans, ensuring minimal disruption and alignment with best practices
Preferred Qualifications
- Experience working with Confluence/Jira is a plus
- TIL Foundation or similar certification are a plus
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