Cloud Services Technical Enablement Manager

CENTRIC SOFTWARE; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job description

Job Title: Cloud Services Technical Enablement Manager
Location:Remote - Europe

Centric Software provides a Digital Transformation Platform for the most prestigious names in fashion, retail, footwear, luxury, outdoor and consumer goods. Centric’s flagship Product Lifecycle Management (PLM) platform, Centric 8, delivers enterprise-class merchandise planning, product development, sourcing, quality, and collection management functionality tailored for fast-moving consumer industries. Centric SMB provides innovative PLM technology and key industry learnings for emerging brands. Centric Visual Innovation Platform (VIP) offers a fully visual, transformative experience via large touchscreens and mobile devices, revolutionizing group decision making and creative collaboration while dramatically condensing time to market and product innovation.

Job Summary:

We are seeking a highly skilled and customer-focused Cloud Services Technical Enablement Manager (TAM) to join our team. In this role, you will act as a key technical advisor and advocate for our customers, working closely with internal teams such as Sales, Customer Success, Support, and Leadership to ensure our clients achieve success with our cloud-based solutions. You will leverage your technical expertise to provide guidance, resolve complex issues, and drive customer satisfaction, all while ensuring seamless collaboration across the organization. This position reports directly to the Senior Director of Cloud Services.

Responsibilities:

• Sales Support & Pricing: 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.
• Customer Relationship Management: 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.
• Strategic Insights & Best Practices: 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.
• Escalation & Issue Resolution: 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.
• Performance Monitoring & Metrics: 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.
• Technical Support & Guidance: Provide technical insights and guidance to the Customer Success Team during customer interactions, ensuring adherence to best practices for cloud deployment and operations.
• Project Coordination & Planning: 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.

Qualifications:

• Bachelor’s Degree in Computer Science, MIS, or related technology field, or equivalent practical experience.
• 7+ years technical account management experience.
• Proficient in using cloud service management tools and systems.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with both Linux and Windows.
• Experience working with Confluence/Jira is a plus.
• 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.

Preferred:

• TIL Foundation or similar certification is a plus.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.