Technical Account Manager - Coupang Intelligent Cloud

Who you are

You have over 8 years of experience in B2B infrastructure or cloud services, ideally in a Technical Account Manager or Customer Success Engineering role. Your expertise includes a solid understanding of Kubernetes, container-based workloads, and fundamental networking concepts such as VPC, VPN, routing, and firewalls. You possess the ability to read logs and metrics, analyzing performance indicators like GPU/CPU utilization, RPS, latency, and throughput to ensure optimal service delivery.

You thrive in a customer-facing role, adept at managing complex technical relationships and ensuring customer satisfaction. Your communication skills allow you to convey technical concepts clearly to both technical and non-technical stakeholders. You are proactive in identifying customer needs and advocating for their requirements within the organization, ensuring that their feedback is prioritized in product development.

Desirable

Experience with cloud infrastructure and a strong technical background will set you apart. Familiarity with incident management and providing actionable root cause analysis will enhance your effectiveness in this role. You are comfortable leading onboarding sessions and ensuring seamless integration of services for strategic and enterprise customers.

What you'll do

As a Senior Technical Account Manager at Coupang, you will be responsible for managing post-technical relationships with strategic and enterprise customer accounts from onboarding through to ongoing success and expansion. You will lead architecture and onboarding sessions, ensuring smooth integration with services while proactively monitoring account status, usage, and performance. Your role will involve proposing optimization strategies to improve speed, cost, and reliability.

You will manage key customer incidents, ensuring rapid resolution and clear communication throughout the process. Regular business reviews with customer executives will be part of your responsibilities, where you will share insights on ROI, adoption progress, and performance metrics. You will collect and prioritize customer feedback, advocating for improvements in platform features and user experience.

Collaboration with the sales team will be essential to remove technical roadblocks and ensure successful renewals and expansions. You will play a critical role in driving customer success and satisfaction, contributing to Coupang's mission of delivering exceptional service and innovation in the commerce industry.

What we offer

Coupang offers a dynamic work environment where you can witness daily growth for yourself, your team, and the company. You will have the opportunity to work with cutting-edge technology in a hyper-connected world, contributing to the future of commerce. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team. Join us in making a significant impact in the retail industry.