#TAMTales - Meet Caroline Seilern, a Technical Account Manager at Google Cloud in London, United Kingdom with a background in art

This is #TAMTales, a series of exclusive interviews and posts from Technical Account Managers (TAMs) within #GoogleCloud. In this series, we offer insider perspectives on the TAM role, Google’s culture, the recruitment process, and much more.

This month Caroline S shares her personal experience of joining Google as a TAM with Simpal Kumari and Rabia Sultan Abbasi . Caroline, with an art background, opens up about her transition from non-tech industries to the tech sector, including her previous role as a cybersecurity consultant at PwC. She reflects on her choice to enhance her skills in cloud technology, her journey through Google's hiring process, and her successful transition into the role of a TAM. Caroline also shares insights into her experience of returning to work after maternity leave, along with the various experiences, challenges, and rewards she's encountered as a TAM.

How long have you been a Googler, and what has your experience been like?

I've had the privilege of being part of the Google family for a little over three years now. Joining Google was quite an interesting experience, especially given that I joined in the midst of the COVID-19 pandemic, right when lockdowns were in effect. I was one of the first two people to join the team remotely.?

Looking back, my initial days were marked by a common feeling - imposter syndrome. Meeting so many exceptionally talented and fascinating colleagues inevitably led me to wonder whereI would fit in. However, it didn't take long to realise that imposter syndrome is something many Googlers encounter, it's just part of the journey.

Reflecting on my time at Google, it's been an incredible learning curve. I've experienced a whirlwind of events, from transitioning from a security role to becoming a TAM (Technical Account Manager) and adapting to a new way of engaging with customers during lockdown, all while navigating major life milestones like my wedding, pregnancy, and parenthood. Through it all, I've felt exceptionally well-supported during each step of my journey thanks to fantastic managers.

Can you share your journey to the tech industry and how you were recruited to Google?

My journey to the tech industry is a bit unconventional. My background is in art, I'm a trained portrait painter. During my art training, I pursued an online degree in mathematics and economics on the side. Little did I know that this would lead me down an unexpected path.

My transition to the tech world happened when I moved to London and transferred from the Open University to City University London. While at City University , I attended a cybersecurity talk and it captivated my interest. I decided to explore roles in cybersecurity, which eventually led me to PwC as a cybersecurity consultant after completing my mathematics degree.

I didn’t come from a technical background and after a few years at PwC I felt a strong urge to gain the hands-on technical skills I felt I was missing, particularly in the field of cloud technology,? and so I took the bold step of leaving PwC. I dedicated myself to upskilling, enrolling in a web development boot camp, and honing my cloud expertise while earning Google Cloud certifications.

My journey to Google began at a Women in Cloud event held at the Google office in London. It was there that I had the chance to meet a remarkable recruiter who played a pivotal role throughout my hiring process. The application process involved a screening interview, a role-based interview, and a day of three interviews, one of which was another role-based one. Surprisingly, the process moved relatively quickly, as the application to the final interview process only took a few weeks.? My final interview, however, took place just before the UK lockdown was announced, and? what was meant to be a swift process turned into a five-month wait due to the hiring freeze caused by the pandemic.

During that waiting period, I was fortunate to have multiple portrait and art commissions which allowed me to focus on upskilling in Google Cloud. The hiring manager and recruiter kept me well informed during those uncertain times. Ultimately, after five months, I received the official offer, and that's how I found my way to Google.

Could you explain the TAM role, why you chose it, and how your prior experiences prepared you for it?

Response: Absolutely, let's dive into the TAM role. I first got an insight into the various roles within Google Cloud's professional services organisation at a Women in Cloud event. Getting the chance to meet various people within this team gave me a clear understanding of the different roles available, which I found more informative than relying solely on job descriptions.

I decided to apply for the TAM role because it presented an opportunity to work closely with customers across multiple work streams and be embedded with them for extended periods, as opposed to project-based roles. At that time, I aimed to gain a comprehensive view of the end-to-end cloud journey, covering everything from migration to efficient cloud operations. This holistic perspective is often hard to attain when working in a more consultative capacity. Additionally, my prior experience in security was crucial, as security is a top concern for organisations of all types. Security remains a personal passion of mine, so I naturally approach my work with a security lens.

Can you describe the work-life balance at Google and how you manage it, especially in your role as a TAM?

Balancing work and life at Google is a multifaceted experience. Interestingly, it's not just about achieving work-life balance outside of work but also finding equilibrium between TAM life and Google life. Personally, the way I navigate this is by focusing on a few key priorities that I'm passionate about.

First and foremost, I ensure that my customers receive the attention and support they need. Additionally, I work on a 20% project where I serve as a security Subject Matter Expert (SME) for a new cybersecurity certification, due for release in January 2024. I'm also juggling a busy family life and spending quality time with my family is a top priority.

I currently work four days a week and on the days I'm working, morning, dinner, and bedtime with my children is sacred.

What was your experience returning to work after maternity leave?

I'm not going to sugarcoat it; coming back from parental leave is tough! What I found hardest was that, due to new childcare arrangements and it being winter, the kids were very ill, and as a consequence, nobody at home was sleeping, and everyone was feeling unwell. This was challenging to manage alongside getting back into the swing of things at work. Luckily, Google has a two-week ramp-up policy where you work 50% of the time after returning from maternity leave, and I was able to work from home. Additionally, I was linked with our returning parents group, which was a huge support. The TAM team is also such a good bunch of people, so I felt very welcomed and supported coming back. Managing life and work post-leave was a learning curve; you have to learn to focus on your priorities.

What is the most challenging part of your role and the most rewarding part of being a TAM?

I think the thing I struggle with the most is knowing when to step back. As a TAM, there are so many things you are involved in, and it is in my nature to want to help. So when I get a request, I instinctively want to support it. However, often other people are better placed to do so, and it is my job to find them. I manage this by really focusing on the tasks that are most impactful to my customers.

On the flip side, the most rewarding part for me is the technology. I enjoy the aspects of the role where I get to dive into Google Cloud tech, especially if it is security-related.

Does one need prior experience as a TAM to do well? What skills does one need to develop to apply for the TAM role?

We have some amazing TAMs in our team who have gone through the Cloud Technical Residency program and did not have any experience as a TAM before joining. Seeing them in action proves to me that you don’t need prior TAM experience, just a keen interest in cloud technology, in solving problems, and in supporting large-scale customers in their cloud journey. In terms of what skills you need to apply for a TAM role, customer empathy is a must. Also, the willingness to keep learning, as there are constantly new challenges being thrown your way.