Principal Cloud Solution Engineer

We are looking for an experienced and proactive professional to take on a key role in managing and optimizing customer consumption fostering executive-level relationships and driving cloud adoption.

The ideal candidate will be responsible for overseeing service consumption managing crisis situations engaging with senior client executives and working cross-functionally to ensure customer satisfaction. A proactive preventive approach to problem-solving is essential for this role.

Key Responsibilities:

Consumption Management and Monitoring: Oversee and manage service consumption ensuring accurate forecasts and implementing proactive actions to drive customer satisfaction and cloud adoption.

Incident Management: Lead the response to customer complaints technical incidents or critical situations that may risk customer retention adoption. Ensuring timely and effective support and advise in urgent circumstances.

Client Executive Engagement: Collaborate with senior client executives to understand their needs align on priorities and maintain a strong trusted advisor relationship to ensure customer success.

Cross-LOB Integration: Work closely with various lines of business (LOBs) and senior executives to achieve the overarching goal of Customer Satisfaction and position yourself as a Trusted Advisor to clients. Proactive

Approach and Prevention: Take a proactive stance to anticipate and mitigate potential critical situations embedding a culture of prevention and continuous improvement in all customer experience initiatives.

Skills & Qualifications: Strong English proficiency is essential for managing client communications and engaging with international teams. Proven experience in customer experience management cloud services or a related field.

Strong leadership skills and ability to handle crisis situations with composure. Exceptional communication and interpersonal skills with a focus on building and maintaining relationships with senior client executives.

Ability to work cross-functionally and influence decision-making at all organizational levels.

Engages with strategic customers builds leadership relationships at multiple levels within organizations in order to design and implement solutions. Works directly with customers to gather requirements develop architectures and translates business needs into solutions. May implement solutions and ensure successful deployments through code development and scripting. Displays product/application understanding through highly customized presentation demonstrations to customers and at conferences and events. Supports customer from Proof of Concept (POC) through production deployment of services via resource configuration planning and customer education/training. Creates and distributes technical assets (white papers solution code blog posts and video demonstrations). Serves as a leading contributor for customers and sales on technical cloud solutions and customer success. Identifies gaps and enhancements to influence engineering roadmaps for customer driven features. Leading contributor may provide direction and mentoring to others. Work is non-routine and very complex involving the application of advanced technical/business skills in area of specialization. May interact with C level. Maintains expertise by staying current on emerging technologies.

Career Level - IC4