Technical Account Manager

About the Job

Technical Account Managers (TAM) own the technical relationship with customers and serve as their technical advocate point of contact. The TAM will be responsible for understanding the customer's Desired Business Outcomes (DBOs). The TAM is directly responsible for customer success and growth through giving guidance using the tools developed and provided by the company along with promoting AWS native products that are suitable for their business.
The TAM will work closely with the Mission Support Engineering team as an escalation point for technical advice and guidance as well as the Sales team to provide accurate and relevant guidance, solution leads and opportunities for customer growth. The TAM will be an escalation point-of-contact for any outage incident that occurs. They will assist in directing escalation calls and manage resources to find the solution to the issue.Technical Account Managers must exhibit accountability, ownership, strong communication and organizational skills to ensure a positive customer outcome
This position is 100% remote.

Responsibilities

• Perform technical reviews and share knowledge internally and with customers to proactively identify and prevent issues
• Consult with customers to understand operational needs and provide personalized recommendations to optimize infrastructure performance
• Conduct regular ticket reviews with assigned Mission Cloud customers 
• Make recommendations to optimize workload performance across services
• Educate customers on current and new technologies and services, including Mission Cloud and AWS offerings
• Ensure a high level of customer satisfaction with each customer engagement, and through the complete adoption life cycle of our offerings
• Communicate how specific products, services and solutions including our product roadmap align to customer user cases
• Capture the capabilities of our offerings and identify gaps as related to customer use cases through driving further product adoption
• Communicate effectively and consistently with clients, Sales, and all Operational Teams
• Become a technical mentor to the support engineering team and be an escalation POC
• Be accountable for customer knowledge and dissemination of said knowledge to other functional areas in the business
• Lead troubleshooting teams of experts to resolve complex customer issues when significant problems are unresolvable by conventional means
• Attend CAB meetings to  provide input and take actions as required to ensure highest levels of service availability and performance for assigned customer base
• Ability to hold regular governance sessions with all levels of leadership, both internally and externally
• Stay educated on cloud infrastructure and operations trends and best practices; including the AWS Well-Architected framework
• Must deliver an exceptional customer experience every day

Requirements

• Experience in a technical account management, InfraOps or customer-facing role, with a proven track record of managing strategic relationships with enterprise customers.
• Technical expertise in cloud computing, software development, or related fields, with a strong understanding of relevant technologies, architectures, and best practices. Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform is preferred.
• Strong communication and presentation skills, with the ability to articulate complex technical concepts and solutions clearly and effectively to both technical and non-technical audiences.
• Customer-centric mindset with a passion for driving customer success and delivering value. Ability to anticipate customer needs, identify opportunities, and develop strategic plans to address them.
• Results-oriented with a focus on achieving measurable outcomes and driving business impact. Ability to define and track key performance metrics and use data to drive decision-making and continuous improvement.
• AWS Solutions Architect Associate Certification (within 90 days of starting if not already obtained)

Benefits & Compensation

• Access to health, vision and dental insurance with options 100% covered by Mission Cloud for employee and their dependents
• Flexible Spending Accounts (Healthcare & Dependent Care)
• Generous Paid Time Off (FlexPTO, parental leave, volunteering time off)
• Reproductive health benefits
• Pet insurance
• 401k matching program
• Life insurance paid by Mission Cloud
• Monthly flex stipend
• Monthly cell phone stipend
• Home office expense benefit
• An internal department dedicated to helping team members on their career pathInclusive work environment with sev