Technical Account Manager is responsible for working closely with the customer to provide support and advice on how they can leverage the most value from AWS or other public cloud, helping them solve challenges using technology.
Build customer support strategies that help customers leverage value from AWS or other clouds and actively work to reduce / optimize their AWS bills.
Own your customer's end-to-end support experience, working with consulting & professional service team to unblock challenges, working with managed service team to provide the analysis cloud reporting e.g., security risk, high spending root cause, optimization.
Responsible for creating the long-term relationship and handling the overall program management with customers. TAM is the contact point for the customer for raising technical requirements, issues and maximizing the customer's experience in using TIDC professional Service and Managed Services.
Work autonomously and passionately to create positive customer outcomes.
Responsibilities:
Provide advisory consulting service to the client regarding the AWS best practices.
Ability to identify processes that can be automated throughout DevOps CI/CD pipeline (Jenkins, Github, GitOps)
Deep Dive on AWS cloud platform and related Cloud Technology
Docker, Container, Kubernetes, ECS, EKS related to Container Platform
Managing technical relationships with key accounts (FGA) in the company under the guidance of the Service Delivery Management team
Assisting with pre-sales engineering needs for key prospects and entry into new markets
Acting as a technical escalation point for potential issues for FGA accounts
Gathering feedback from customers on how we can further improve our product/service offering for the market.
Representing the company at various industry events along with the commercial and marketing team
Staying up to date with new product/service/features in order to properly respond to the customers.
Collect feedback from FGA accounts, Identifying product and feature improvements for the markets.
Traveling across the territory to engage with strategic stakeholder of FGA accounts
Collaboration with internal/external team members in order to achieve goal target
Lead process improvements to increase efficiency, productivity of service
Responsible for establishing monitoring and reporting procedures as well as on-going monitor and reporting
Manage and proactively resolve escalated customer issues including critical or severity
Accountable for managing successful professional services delivery for multiple customers and partners
Act as a single point of contact to the customers who have purchased managed service or focus group account customers.
Complete analysis and present periodic reviews of operational performance to customers e.g., Summary incident / request ticket / SLA each month / Cloud analysis.
Participate in weekly and monthly customer meetings (onsite or via phone)
Update AWS new service announcement to the customer
Work directly with Managed service team to ensure that customer issues are resolved as expediently as possible
Qualifications:
Internal or external customer-facing experience
3+ years work experience in technical environment
Understanding of I.T infrastructure, Web Technologies, Systems Administration, DevOps and/or Application Development
Experience in a similar role as a Technical Account Manager, Principal Consultant, Operations Manager, Service Delivery etc.
Naturally curious with a high learning drive
Experience with Infrastructure as Code (IaC) using Terraform, YAML, JSON
Understanding of key Project Management disciplines (estimating, work planning, contract management, scope management, user acceptance, etc.)
Understanding of project delivery methodologies
Ability to self-drive and work towards targets
Proactive, positive attitude, enthusiastic and good problem-solving skills.
Professional experience with AWS cloud. Knowledge of GCP Azure is an added advantage.
Expertise in two or more technical domains (e.g. System administration, networking, programming, dev ops, security, compute, storage, databases, big data, analytics, etc.)
Experience in one or more functional domain (e.g. architecture, operations, technical implementation, consulting)
