Cloud Care Manager

The role

The Cloud Care Team assists and drives our customers in their Cloud journey in various ways. We work cross-functionally with sales, support, project delivery, and our partner Google to ensure that our customers are happy with our products and we serve as customer advocates that help achieve their strategic technology mission. We also lead initiatives that drive adoption of our products, helping customers realise the full potential of their investment in technology.

You’ll turn companies and government organisations into Google product lovers. You will promote best practices, accelerating feature adoption, cultivating relationships, and helping customers share and discover new ways to create magic moments using technology.

You will operate as the primary contact for multiple customers at both a technical level and an adoption standpoint. You will need to bring a good understanding of technology and security fundamentals, you will be trained in Google products but previous experience will be to your advantage.

You will collaborate with sales, delivery, and marketing teams to manage innovative programs that strengthen our customer relationships using a variety of technology platforms.

Responsibilities

• Serve as a primary liaison to a customer. Be responsible for delivering workshops to educate customers on product best practices, watchpoints, and setup, as well as facilitating operational and track initiative progression
• Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps with a view to increase GCP utilisation
• To review the GCP billing for each customer to ensure any erroneous spend is detected and reported
• Liaising with customers to drive forward security best practices and security-related product enhancements
• Share in-depth GCP expertise to support the technical relationship with our customers, including product and solution briefings and the coordination and prioritisation of solutions impacting customer adoption of Google Cloud.
• Learning the products and services that are going into the Alpha and Beta programmes at Google, and developing Proof of Concept projects that utilise these products and services, and provide working examples for both our customers and internal teams
• Creating in-depth documentation on new releases, PoCs, and designing reference architecture diagrams
• Maintaining close relationships with Google engineering teams

Minimum qualifications:

• Excellent understanding of technology and security fundamentals as follows but not limited to: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, and content delivery networks
• Experience in technical project/programme management, either in corporate IT, professional services, consulting or product development or experience in an IT system administrator role
• Experience with PaaS and IaaS technologies including cloud infrastructure, identity and access management (IAM), containers and database technologies
• Experience of cloud-based data platforms
• Experience of platform engineering principles
• Excellent organisational, analytical, and influencing skills
• Ability to speak and write in English fluently

Preferred qualifications:

• Working experience in running production platforms within GCP infrastructure
• Google Cloud Platform Professional Cloud Architect certification
• Google Cloud Platform Professional Data Engineer certification
• Google Cloud Platform Professional Security Engineer certification
• Google Cloud Platform Professional Network Engineer certification
• Experience of running multi-cloud platforms
• Experience with cloud security including identity and access management (IAM), OAuth, service accounts and certificates
• Application or Platform automation development experience
• Ability to quickly learn, understand and work with new emerging technologies, methodologies, and solutions in the cloud/IT technology space.