Technical Account Manager

A Technical Account Manager (TAM) is a key part of our enterprise-level Next-Generation Cloud Managed Services team. Acting as an extension of our clients IT organizations, you will provide strategic guidance, proactive cloud operations support, and hands-on issue resolution across a range of systems and platforms.

This role is ideal for professionals with strong technical acumen and client-facing experience who are passionate about leveraging cloud technologies to solve complex business challenges.

Duties & Responsibilities:

• Serve as the primary point of contact for assigned enterprise clients under our AWS Managed Service offering.
• Ensure service delivery meets agreed SLAs, standards, schedules, and quality expectations.
• Review and understand customer workloads, prepare architecture and network topology documents, and maintain updated internal and external knowledge.
• Coordinate with internal teams, offshore engineers, and third-party vendors to fulfill client requests and resolve issues.
• Lead regular customer review meetings and deliver ongoing performance, stability, and security improvements.
• Create runbooks/wiki articles for 24/7 support and conduct post-incident root cause analysis.
• Report on customer status and service health to client's management team.
• Support urgent customer issues during non-office hours as needed.
• Foster strong, long-term client relationships and maintain high customer satisfaction.

Minimum Qualifications:

• Bachelor's degree in Business, Engineering, Computer Science, or a related field
• 3+ years of experience in IT roles such as Project Management, Support, DevOps, or IT Operations
• Experience in customer-facing roles with a strong service mindset
• Knowledge with AWS Cloud Services or other cloud platforms
• Strong written and verbal communication skills; comfortable presenting to both technical and non-technical stakeholders
• Ability to manage multiple priorities in a fast-paced environment
• Team-oriented, proactive, and highly accountable

Preferred Qualifications:

• Strong client management or TAM experience
• AWS, ITSM, or Project Management certifications
• Experience with SLA/KPI tracking and ITIL 4 practices
• Passion for solving complex technical problems and learning new technologies