阿里云Alibaba Cloud Group-Technical Account Manager-Hongkong/Shenzhen

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NVIDIA has been revolutionizing computer graphics, PC gaming, and accelerated computing for over 25 years. This remarkable achievement is underpinned by its legacy of innovation, which is driven by outstanding technology and exceptional talent. Today, we are harnessing the limitless potential of AI to usher in the next era of computing. In this new era, our GPU functions as the cognitive core of computers, robots, and self-driving cars, enabling them to understand and interact with the world around them. Accomplishing feats that have never been achieved before demands vision, innovation, and the world's top-notch talent. As an NVIDIAN, you'll find yourself immersed in a diverse and supportive work environment that motivates everyone to bring out their best. Join our team and explore how you can leave a lasting imprint on the world.As a Technical Account Manager at NVIDIA, you are anticipated to possess excellent communication skills and a strong sense of responsibility when it comes to resolving issues. Customer satisfaction should always be your top priority. You'll frequently collaborate with the Engineering, Marketing, and Support teams to tackle technical hurdles and ensure the continuous success of NVIDIA's products and solutions. What you’ll be doing: • Resolve complex escalations and technical issues by conducting meticulous research, reproducing problems, and performing in-depth troubleshooting for customers who are installing NVIDIA product and employment NVIDIA solutions. • Respond promptly to customer inquiries regarding product support via telephone, email, or conference calls. • Address customer issues that arise during installation, operation, maintenance, product application, or when dealing with interoperability matters with other vendors. • Actively participate in cross-functional team meetings and offer valuable feedback to the Engineering and Marketing departments regarding product requirements, customer experience, and support tools. • As a technical expert, develop, redefine, and document best practices to share with internal teams (Support and R&D) for the enhancement of support processes. • Conduct site visits and engage in conference calls with customers as needed.

• Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts.  Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customer’s industry drivers,  organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap. • Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions. • Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business. • Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives. • Identify and submit delivery leads for new opportunities and contract renewals. • Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution. • Establish and maintain a delivery governance model with the customer at the management and executive levels. • Perform scope and risk management. • Contribute to initiatives for Oracle delivery organizational process improvement and tool development. • Conduct periodic Service Account Planning and Account Reviews.   7-10 years Enterprise implementation experience, IT Service management, Project management or Account Management experience and/or Advanced Educational degree. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent. Subject Matter expertise in industry or product(s). Ability to effectively communicate and engage with senior executives. Demonstrated expertise in large (multi-site or international) IT projects. Working Globally is desirable.

Responsibilities: • Project Leadership: • May have a project lead role, managing complex projects, including tracking and communicating status, risks, and outcomes. • Utilize leading practices for successful Oracle technology and Cloud deployments and operations. • Customer Relationship Management: • Develop and manage Oracle customer relationships with a designated large account or a small number of medium accounts throughout the contracted engagement. • Act as a trusted advisor to customers, ensuring consistency and quality of deliverables, helping them achieve their IT strategy and business goals. • Technical Service Delivery: • Coordinate the delivery of Oracle Services, serving as the primary delivery contact to the customer. • Align contracted services with customer goals and objectives, ensuring effective and efficient use of Oracle delivery resources. • Responsible for delivering to the contracted terms, achieving contract margin and revenue objectives. • Collaboration and Solution Identification: • Work collaboratively with Sales, delivery teams, and customers to identify appropriate solutions to meet customer requirements. • Establish and maintain a delivery governance model with the customer. • Identify and submit delivery leads for new opportunities and contract renewals. • Incident Management and Communication: • Act as a point of contact for any major incidents, managing communication and customer expectations through resolution. • Conduct periodic Service Account Planning and Account Reviews, performing scope and risk management. Requirements: • Deep understanding of Oracle eBusiness Suite product functionality and technology. Expertise in SCM module is highly preferred. • Over 5 years of experience in complex Oracle eBusiness Suite implementation, rollout, upgrade or optimization project management. China to Global or Global to China oversea project experience is highly preferred. • Over 10 years of experience in manufacturing industry. • Over 10 years of experience in IT Service Management, Project Management or Account Management. • Demonstrated knowledge of Contract/Project Management, including cost, resources, scheduling, scope, and risk management. • Demonstrated experience and skill of customer relationship, account management and incident management. • BS degree or equivalent experience. • PMP or equivalent professional certificate. • Fluent communication with both Chinese and English.