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Job Description:
Role Summary
We have an excellent opportunity for an experienced AWS Technical Account Manager to join our AWS Services Team and play a key role in supporting our continued growth plans. These plans aim to solidify our position as a leading global Services partner with AWS. Our TAMs contribute significantly to ensuring the success of key enterprise customers, serving as a trusted advisor who helps enterprise customers optimize their use of AWS services. You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep your customers’ AWS environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges and help them achieve the greatest value from AWS.
Key Duties and Responsibilities
Working in close collaboration with your assigned accounts along with the regional AWS sales leadership and technical team, the core responsibilities of the role include, but not limited to, the following:
· Develop trusting relationships with your customers, understanding their business needs, technical challenges customers outcomes and business goals
· Make AWS service improvement recommendations that fit with your customer strategy and architecture
· Evaluate, analyse and present periodic reviews of operational performance to customers
· Champion and advocate for customer requirements with AWS (e.g. feature request)
· Participate in customer requested meetings (via phone)
· Leverage key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
· Work directly with the support team to ensure that customer issues are resolved as expediently as possible
· Produce and update documentation as required for both internal and customer facing purposes
Personal Skills Development
· An active and contributing member of our internal AWS technical community
· Build and maintain a strong relationship with partners and internal technical team
· Keep up to date with current and future technologies, products and strategies
· Build and enhance relationships with peers
· Continue development of TAM and technical skills
· Maintain relevant vendor certifications
Qualifications and Experience
An AWS Technical Account Manager should have the following qualifications and experience:
Experience:
· 5+ years in technical support, service-desk or customer-facing IT roles.
· 4+ years hands on experience supporting AWS
· 3+ years of design/ implementation/ operations/ consulting with distributed applications experience
· 3+ years’ experience within a SaaS environment Technical Account Manager position managing or supporting software configurations and translation of client requirements
· 3+ years’ experience deploying, configuring, and troubleshooting software or networking equipment
Technical Skills:
· Knowledge and experience with EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda, CloudFormation, ELB, Route 53
· In-depth knowledge of AWS services, architecture and Well Architected Framework
Soft Skills:
· Strong communication skills, both written and verbal, with the ability to build rapport with clients and stakeholders
· Ability to adapt to changing client needs and business environments, demonstrating flexibility and resilience in problem-solving.
· Strong presentation abilities
· Efficiently manages priorities both independently and in team environments
· Demonstrates sound decision-making while balancing multiple priorities
· Exercises independent judgment and adheres to deadlines and schedules
· Strong listening skills and the ability to tailor solutions to client requirements
· Technically minded, continually learning new technologies to support client partner needs
Education and Certifications:
· Bachelor’s degree or equivalent within Information Technology, Computer Science, or related discipline
· One or more valid AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
