Technical Account Manager

Role Overview

• Own a portfolio of 15-25 customer accounts and serve as their primary point of contact for all platform, technical, and relationship matters
• Run high-cadence customer syncs: weekly calls with high-touch accounts and monthly syncs with the broader portfolio, with structured agendas, notes, and tracked action items
• Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production
• Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior
• Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance
• Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach
• Maintain accurate, current account health tracking in CRM after every meaningful interaction: open items, sentiment, risk flags, and next steps
• Perform quarterly business reviews (Kion Objective Reviews / KORs) covering platform utilization, ROI, and forward-looking recommendations
• Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not
• Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency
• Attend and contribute to internal rhythms: weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs
• Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs
• Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions
• Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions

Requirements

• Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own
• Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts
• Exceptional written and verbal communication skills; you calibrate your message to the audience, from cloud engineer to executive sponsor
• Strong organizational skills; you manage a complex, multi-account book without letting commitments slip or customers wonder where things stand
• Ability to interpret platform data and metrics to diagnose issues, identify adoption gaps, and drive decision-making
• Bachelor's degree in a relevant field or equivalent practical experience.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform

Benefits

• Remote-first culture: Work anywhere in the U.S. with flexible hours.
• Inclusive environment: We value diverse perspectives and believe great ideas come from everywhere.
• Excellent compensation and high-quality benefits: including multiple medical plan options to fit your needs and budget, Unlimited PTO, and 3% of direct compensation contribution to your 401(k) (no match required).
• Growth opportunities: Build cutting-edge cloud solutions with room to explore new technologies and career paths.
• Mission-driven work: Help organizations simplify and secure their cloud operations at scale.