Job Title
Technical Account Manager – SaaS Operations & Cloud Services
Location
Japan
Workplace Type
Hybrid / Global Team Environment
Industry
Pharmaceutical Technology / Manufacturing Software / SaaS
Job Category
Technical Account Management / Cloud Operations / Customer Success Engineering
Career Level
Senior Manager / Senior Individual Contributor (10+ Years Experience)
Company Overview
A global software provider specializing in manufacturing execution systems (MES) and digital transformation solutions for highly regulated industries is seeking a Technical Account Manager to support enterprise SaaS customers. The organization delivers cloud-based and on-premise software solutions that enable operational excellence, compliance, and manufacturing efficiency across complex production environments.
Role Overview
The Technical Account Manager serves as a strategic technical advisor and customer-facing operational lead, supporting SaaS delivery, cloud operations, deployment planning, and customer success initiatives. Working closely with sales, project delivery, cloud engineering, and support teams, this role ensures successful deployments, upgrades, service delivery, and long-term customer satisfaction.
Key Responsibilities
Customer & Technical Account Management
Act as the primary technical liaison between customers and internal operations teams.
Partner with sales and project delivery teams to align customer requirements with technical capabilities.
Provide technical guidance throughout implementation, deployment, upgrade, and maintenance phases.
Advocate for customer needs while balancing operational priorities and platform standards.
Support resolution of complex technical and operational challenges.
SaaS Operations & Deployment Management
Coordinate SaaS deployment schedules and cloud implementation activities.
Ensure compliance with software release and upgrade requirements across customer environments.
Manage version planning, release scheduling, and deployment roadmaps.
Collaborate with cloud operations and engineering teams to ensure service reliability and availability.
Drive standardization and operational excellence across customer deployments.
Project Planning & Resource Coordination
Coordinate resources and schedules based on customer requirements and business priorities.
Track service requests, deployment activities, and support workloads.
Support project teams in submitting, managing, and completing operational requests.
Ensure planned activities are communicated and executed according to schedule.
Monitor project progress and address operational risks proactively.
Performance Management & Reporting
Track operational KPIs and service performance metrics.
Analyze utilization, service efficiency, and operational effectiveness.
Provide reporting and status updates to management and key stakeholders.
Identify opportunities for process optimization and continuous improvement.
Knowledge Management & Process Improvement
Support documentation management and operational knowledge sharing initiatives.
Maintain accurate records of deployments, upgrades, and service activities.
Promote governance standards, operational procedures, and best practices.
Contribute to the continuous improvement of service delivery processes.
Required Qualifications
Technical Skills
Strong experience with cloud platforms such as AWS, Azure, and/or Google Cloud.
Deep understanding of SaaS architecture, deployment models, and operational processes.
Expertise in containerized environments and cloud-native technologies.
Strong knowledge of APIs and software integration methodologies.
Experience working within regulated environments, such as pharmaceutical, life sciences, healthcare, or other compliance-driven industries.
Advanced IT infrastructure knowledge, including:
Linux
TCP/IP Networking
VPN Technologies
Routing
Firewalls
Understanding of software release management and deployment lifecycles.
Experience with project management and service management platforms such as Jira and ServiceNow.
Project & Operations Experience
Experience in project management, capacity planning, and operational scheduling.
Ability to coordinate cross-functional initiatives involving multiple stakeholders.
Experience managing customer-facing technical operations and service delivery.
Knowledge management and process governance experience.
Preferred Qualifications
Experience with Manufacturing Execution Systems (MES).
Experience supporting enterprise manufacturing software environments.
Familiarity with pharmaceutical manufacturing systems and validation requirements.
Experience supporting global SaaS platforms and enterprise customers.
Cloud certifications such as:
AWS Solutions Architect
Azure Solutions Architect Expert
CCNA
Similar cloud or infrastructure certifications
Language Requirements
Business-level Japanese and English communication skills.
Ability to communicate effectively with customers, executives, and technical teams across global regions.
Experience Required
10–12+ years of experience in Technical Account Management, Cloud Operations, SaaS Delivery, Customer Success Engineering, or related technical leadership roles.
Ideal Candidate Profile
Strong customer-focused mindset with the ability to build trusted relationships.
Excellent stakeholder management and executive communication skills.
Proven ability to work effectively within global and multicultural teams.
Strong ownership mentality with accountability for results.
Able to balance customer expectations with operational requirements.
Highly organized with strong attention to detail.
Resilient and capable of performing in fast-paced environments.
Proactive problem solver with strong analytical capabilities.
Comfortable operating independently while collaborating across multiple functions.
What Makes This Opportunity Attractive
Opportunity to work with enterprise cloud technologies and mission-critical software platforms.
Exposure to global customers and international cross-functional teams.
Significant ownership over customer success, SaaS operations, and deployment strategy.
Ability to influence service excellence, operational efficiency, and long-term customer relationships.
Work within a rapidly evolving cloud-first and digital transformation environment.