Technical Account Manager

Technical Account Manager (TAM)

Job Overview:

This role involves managing client relationships, providing cloud architecture expertise, and ensuring successful adoption, implementation, and optimization of cloud technologies. The TAM will work closely with clients to understand their business objectives and align them with the right cloud solutions, ensuring ongoing success and satisfaction.
Key

Responsibilities:

Client Relationship Management:

Act as the main technical liaison between the client and internal teams, building and maintaining strong relationships with key stakeholders.
Regularly engage with clients to understand their business goals, technology needs, and cloud strategies.
Serve as the escalation point for any critical technical issues, ensuring timely resolution.

Cloud Strategy and Solutions:

Collaborate with clients to design and implement scalable, secure, and cost-efficient cloud architectures.
Advise clients on best practices for cloud adoption, migration, and optimization (AWS, Azure, GCP).
Align cloud solutions with the clients business objectives to drive value and innovation.

Technical Expertise and Support:

Provide expert-level technical support, troubleshooting, and issue resolution for cloud environments.
Help clients implement new cloud features, integrations, and upgrades, ensuring smooth transitions and minimal downtime.
Conduct regular performance and security audits of client cloud environments.

Project Management:

Lead or assist with the planning and execution of cloud-related projects such as migrations, upgrades, or new service deployments.
Ensure projects are delivered on time, within scope, and meet client expectations.
Coordinate between internal teams (e.g., engineering, product) and clients to manage expectation Continuously monitor client cloud environments to ensure optimal performance, reliability, and cost-efficiency.
Analyze usage patterns, performance metrics, and system health to propose improvements.
Help clients optimize their cloud spending and adopt new technologies that enhance their systems.

Training and Enablement:

Conduct training sessions and workshops for clients on cloud best practices, usage, and new features.
Create and deliver tailored content (documentation, webinars, tutorials) to empower clients in their cloud journey.

Security and Compliance: Ensure that clients cloud environments adhere to industry security standards and regulatory compliance (e.g., GDPR, ISO, HIPAA).
Advise clients on risk mitigation strategies, disaster recovery plans, and data protection measures.

Proactive Problem Solving: Identify and address potential issues in the client s cloud environment before they escalate into critical problems.
Provide strategic guidance on capacity planning, redundancy, and failover mechanisms to ensure business continuity.

Collaboration with Sales: Support the sales team during renewal discussions by showcasing the value delivered through cloud services.
Identify upsell and cross-sell opportunities for additional cloud products or services that align with client needs.

Client Reporting and Metrics: Provide regular reports to clients on cloud system performance, usage trends, and support activities.
Present actionable insights based on data analysis, helping clients make informed decisions.

Key Qualifications:

Experience: 5+ years of experience in Technical Account Management/Project Manager roles.
Education: Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Certifications: PMP Certification/CSM Certification and cloud certifications such as AWS Certified Solutions Architect/Microsoft Certified Azure Solutions Architect/ Google Cloud Professional Cloud Architect are preferred.

Skills & Competencies:

Cloud Expertise: Strong knowledge of cloud platforms (AWS, Azure, GCP) and their services (compute, storage, networking, security, etc.).
Technical Support: Proven experience in providing technical support, troubleshooting, and problem resolution for cloud environments.
Client Relationship Management: Ability to build and maintain strong relationships with clients, acting as a trusted advisor.
Communication: Excellent verbal and written communication skills, with the ability to present technical information to non-technical stakeholders.
Project Management: Experience managing cloud projects from inception to completion, with a focus on delivering value to the client.
Security & Compliance: Familiarity with cloud security standards, data protection, and regulatory compliance requirements.