Technical Account Manager

Customer Experience Tokyo, Japan

About Liferay 

 

Liferay is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Liferay Experience Cloud is an all-in-one solution that unites our Liferay DXP and cloud platform capabilities with built-in analytics and B2B commerce functionality, reducing the time to market and allowing for accelerated innovation - serving notable customers across the globe such as Airbus, US Bank, Honda, and Desjardins. 

 

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!



About You and this Role
We are looking for an individual that will work in Liferay’s Customer Experience department as a trusted technical advisor for strategic accounts. The Technical Account Manager (TAM) delivers guidance to customers and partners on Liferay general systems architecture, systems integrations, development best practices, features and functionality expertise, as well as issues resolution assistance.
The ideal TAM loves learning new technology, has delivered full lifecycle projects, and is both highly technical and able to drive client-facing meetings. They are comfortable consulting with a range of roles and levels from senior software engineers and information security directors to C-suite executives. 
Your support of customers and partners are a critical part of the strategy to make projects successful leading to happy customers that grow and expand with Liferay.
Responsibilities

 

  • Customer Project Solutions 
 Partner with strategic customers/partners and be their main technical contacts.
  • Coach customers and partners to overcome usage and development issues related to their Liferay projects.
  • Ensure customers and partners implement solutions following best practices throughout the entirety of the project lifecycle.
  • Engage customers and partners proactively with recommendations when new features, solutions, or opportunities arise to improve their projects.
  • Keep customers and partners informed of Liferay’s roadmap and help them plan solution development and adoption.
  • Embody the value of Liferay to build trust with customers and partners through quality engagements.
  • Success & Delivery Management
Own the success of given accounts and drive their projects forward.
  • Schedule and host strategic sessions with customers and partners to usher them through their development lifecycle.
  • Engage customers and partners regularly (and proactively) to sync on project health, issues, and deliverables.
  • Escalate issues on behalf of customers and partners to the appropriate teams, and help to facilitate working sessions to resolve issues.
  • Document and maintain project insights (both technical and business), and keep project documentation current with weekly updates.
  • Collaborate with Internal Teams
Share industry trends and customer insights with internal teams
  • Create and present product enablement training or documentation for internal teams, including other departments (e.g. Support, GS, etc.).
  • Provide customer (and real-world) perspectives to other Liferay business units.
  • Ensure valuable insights and feedback from customers flow back to Liferay effectively.
  • Share solutions and technical knowledge with others via documentation, training material, and/or lunch-and-learn sessions, etc.
Required Skills
  • 5+ years of direct sales engineering, technical pre-sales, or customer-facing experience with either a recognized software company or major consulting / SI firm
  • Bachelor's Degree in Computer Science, Computer Engineering, MIS, or equivalent level of demonstrated experience
  • Expertise in developing with Java, JavaScript, JSON, major databases, and related development frameworks in the enterprise software stack or digital experience platforms
  • Experience in containerization, orchestration, and related virtualization technologies (fluent in standards such as Kubernetes)
  • Experience in enterprise Java, related design patterns, service-oriented architecture    
Preferred Skills
  • Strong technical and business expertise and excellence in Liferay products, solution architecture, project scoping, features & capabilities, and all related consultation and development practices 
  • Strong experience with enterprise security and identity management systems
  • Strong experience working and tuning enterprise Java systems, especially application servers and databases
  • Experience with Elasticsearch, Solr, other search integration
  • Strong experience in one or multiple domains and related use cases for industries such as commerce, education, energy, financial services, government, healthcare, information technology & high tech, insurance, manufacturing, military & defense, retail, telecom, transportation
  • Experience with OSGi



What We Offer
  • Salary package w/ competitive benefits according to qualifications and experience
  • Opportunities to take responsibility, grow professionally, and Stay Nerdy
  • A positive and collaborative work culture
  • Check out what employees say about us on Glassdoor 
  • Working at a leading open-source company
Equal Opportunities Employer - Statement

 

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.