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ManagerFull-timeRustAWSAzure
Salary Range
$75,000 - $95,000 /year
About the Role
We are looking for a Technical Account Manager to serve as the primary technical liaison for our managed IT services customers. This role focuses on ensuring exceptional service delivery and identifying opportunities for account growth, with opportunities to develop cloud expertise and grow into our expanding AWS practice.
Key Responsibilities
- →Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
- →Meet regularly with customers to review service performance and align technology roadmaps with business goals
- →Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
- →Ensure timely response to customer inquiries and proactive communication of service updates
- →Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
- →Own and resolve customer escalations and requests efficiently and effectively
- →Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
- →Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
- →Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
- →Meet quarterly targets for identifying new service opportunities within assigned accounts
- →Contribute to account growth metrics and revenue expansion
- →Develop and maintain comprehensive account plans for assigned customers
- →Stay current on emerging technologies and service offerings to better advise customers
- →Achieve AWS Cloud Practitioner certification within six months of hire
- →Maintain accurate customer documentation and interaction records
- →Contribute to internal knowledge base and best practices documentation
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, etc.)
- ✓Proven experience assessing customer environments and recommending improvements
- ✓Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
- ✓Experience coordinating small projects from planning through execution; formal project management experience is a plus
- ✓Strong documentation and communication capabilities
- ✓Ability to work effectively in a remote environment with demonstrated time management skills
