Support customers as a technical account manager at a growing benefits platform company, managing accounts, resolving technical issues, and ensuring a positive user experience.
About the role
- Technical Account Manager managing AWS cloud services and IT infrastructure. Collaborating with customers to enhance technology decisions and ensuring service delivery standards.
Responsibilities
- Serve as the primary point of contact for assigned Managed Services and AWS cloud accounts
- Meet regularly with customers to review service performance and align technology roadmaps with business objectives
- Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
- Communicate status updates, planned changes, and maintenance activities in plain language to both technical and non-technical stakeholders
- Own and resolve customer escalations across both IT and AWS environments
- Manage AWS customer environments including monitoring cloud infrastructure health, coordinating support escalations with AWS, and optimizing resource utilization
- Consult with customers on architecture, security controls, and best-practice solutions
- Coordinate with internal engineering teams to ensure services meet SLAs
- Partner with sales to identify cross-sell and up-sell opportunities, including migration of on-premise workloads to AWS
- Meet quarterly targets for identifying new service opportunities within assigned accounts
- Develop and maintain comprehensive account plans for assigned customers
- Stay current on emerging technologies to better advise customers
Requirements
- Bachelor's degree or Associate degree plus 3+ years of relevant IT experience
- 2+ years in a hands-on technical role (networking, security, cloud platforms, infrastructure, or systems administration)
- Proven ability to assess customer environments and recommend technical improvements
- Strong documentation and communication capabilities with experience presenting technical concepts to non-technical audiences
- Ability to coordinate projects from planning through execution
- Demonstrated time management skills with ability to work effectively in a remote environment
- Hands-on experience managing AWS customer environments – this is highly preferred
- AWS certification(s) such as Cloud Practitioner, Solutions Architect Associate, or SysOps Administrator
- Experience in an MSP (Managed Service Provider) environment or customer-facing technical account management role
- Familiarity with ITIL frameworks or service management methodologies
- Experience with cloud migration projects or hybrid cloud environments
- Previous experience in professional services or consulting
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