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

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

Technical Account Manager

Key skills