Cloud Services Technical Enablement Manager

TN United Kingdom; United Kingdom; Remote; GBP 60,000 - 100,000; Full time

Job description

Job Title: Cloud Services Technical Enablement Manager
Location: Remote - Europe
Company: Centric Software

Job Description:

Centric Software provides a Digital Transformation Platform for the most prestigious names in fashion, retail, footwear, luxury, outdoor, and consumer goods. Our flagship Product Lifecycle Management (PLM) platform, Centric 8, offers enterprise-class merchandise planning, product development, sourcing, quality, and collection management functionalities tailored for fast-moving consumer industries.

We are seeking a highly skilled and customer-focused Cloud Services Technical Enablement Manager (TEM) to join our team. In this role, you will act as a key technical advisor and advocate for our customers, working closely with internal teams such as Sales, Customer Success, Support, and Leadership to ensure our clients achieve success with our cloud-based solutions. You will leverage your technical expertise to provide guidance, resolve complex issues, and drive customer satisfaction, while ensuring seamless collaboration across the organization. This position reports directly to the Senior Director of Cloud Services.

Responsibilities:

1. Sales Support & Pricing: Assist the global sales team by responding to hosting RFIs and RFPs, providing customized hosting deal pricing tailored to customer needs.
2. Customer Relationship Management: Serve as the primary point of contact for regional customer service reviews, acting as a trusted advisor during customer meetings to address technical requirements and ensure satisfaction.
3. Strategic Insights & Best Practices: Advocate for Centric's cloud best practices, maintain high standards across deployments, and offer actionable recommendations to enhance customer environments and system performance.
4. Escalation & Issue Resolution: Identify and escalate complex or high-priority issues, coordinate resources for technical reviews, and conduct customer health checks.
5. Performance Monitoring & Metrics: Track KPIs related to incident and service request management, providing feedback for continuous improvement.
6. Technical Support & Guidance: Provide technical insights to the Customer Success Team during customer interactions, ensuring best practices for cloud deployment and operations.
7. Project Coordination & Planning: Act as the liaison during customer go-live planning, supporting upgrade plans with minimal disruption.

Qualifications:

• Bachelor’s Degree in Computer Science, MIS, or related field, or equivalent practical experience.
• 7+ years of technical account management experience.
• Proficient in cloud service management tools and systems.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with Linux and Windows environments.
• Experience with Confluence/Jira is a plus.
• Strong organizational, multitasking, problem-solving, and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Preferred: ITIL Foundation or similar certification.

Centric Software is an equal opportunity employer, providing a work environment free from discrimination based on race, sex, sexual orientation, gender identity, national origin, age, religion, veteran status, disability, or genetic information.