Technical Account Manager (TAM)

Company Description

Eranyacloud is a cloud service provider established in 2020 by PT Era Awan Digital and a subsidiary of PT Era Digital Media. Collaborating with multiple platforms in a Tier 4 Data Center, Eranyacloud offers a new cloud platform in Indonesia, providing complete solutions from bare metal to billing. The company emphasizes safety, control, and automation in cloud business operations, bringing a faster and easier experience to users.

Job Description & Responsibilities

• Serve as the main technical contact for assigned accounts, providing high-quality support and maintaining strong relationships
• Understand clients’ business needs and technical requirements to provide tailored solutions and proactive recommendations
• Provide expert-level support for technical issues, working closely with engineering or support teams to resolve complex problems
• Proactively identify and resolve customer issues, provide timely solutions and ensure customer satisfaction
• Collaborate with internal teams, including Engineering and Infra Ops, sales, support, and product, to address customer needs/problems and provide value-added services.
• Monitor system performance and address any issues that arise, ensuring minimal disruption to client operations
• Conduct regular check-ins and reviews to optimize service usage and identify opportunities for further improvement or expansion
• Oversee the deployment of services, ensuring they are integrated smoothly into the client’s environment
• Manage client projects from inception to completion, coordinating with internal teams to ensure timely and successful delivery
• Create and maintain comprehensive reporting documentation
• Collect and analyze client feedback to drive improvement on service delivery
• Identify opportunities for additional services or upgrades that could benefit the client, and collaborate with the consultant & sales team
• Understand and articulate products, technologies and solutions, and provide technical guidance and support to customers.

Qualifications

• Min Bachelor Degree Any Major
• At least 2 years of experience as Technical Account Manager or Presales role (preferably on the cloud computing industry)
• Strong technical background with the ability to understand and troubleshoot complex systems and integrations
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Strong problem-solving skills and the ability to manage multiple tasks and projects simultaneously.
• A proactive, customer-focused approach with a strong commitment to delivering exceptional service
• Having certification related to the cloud services is a plus