AWS Technical Account Manager

Accountabilities

• Manage customer relationships associated with managed service agreements and AWS cloud projects, serving as a trusted point of contact throughout the engagement lifecycle.
• Assign, coordinate, and provide direction to technical team members, ensuring resources remain aligned with project milestones, priorities, and customer objectives.
• Organize, execute, and oversee cloud-based projects including Managed Cloud Services, cloud migrations, application modernization and development, and Well-Architected Reviews.
• Collaborate with internal sales, engineering, and project management stakeholders to define project scope, establish customer goals, identify risks, and maintain high service quality.
• Lead regular internal account and project review meetings to monitor progress, resolve challenges, and keep delivery activities on track.
• Manage multiple concurrent projects, including schedules, budgets, deliverables, resources, dependencies, and customer communications.
• Act as an escalation point for junior team members when technical, customer, or system-related roadblocks arise.
• Participate in estimating and solution engineering activities for new engagements within the assigned customer portfolio.
• Coordinate additional technical consultations when customers need guidance to optimize the performance, reliability, or value of their AWS environments.
• Present completed deliverables to customers, gather feedback, and ensure solutions meet agreed requirements and expectations.
• Partner with sales teams to identify improvement opportunities within existing accounts and support appropriate cross-sell and up-sell initiatives.
• Maintain proactive communication with customers and internal stakeholders to maximize customer satisfaction, business outcomes, and return on investment.

Requirements

• Bachelor’s degree and 5+ years of relevant experience managing technology projects, customer engagements, or related initiatives.
• Strong ability to develop and maintain working knowledge of AWS Cloud Services and the broader cloud technology ecosystem.
• Well-established understanding of project management methodologies, processes, and delivery practices.
• Demonstrated success in project management and/or account management roles with a strong record of delivering high-quality services and customer experiences.
• Proven ability to build, maintain, and manage productive relationships with both technical and non-technical internal and external stakeholders.
• Strong communication, organization, prioritization, problem-solving, and customer relationship management skills.
• Ability to manage multiple projects and customer priorities simultaneously while maintaining attention to schedules, budgets, risks, and deliverables.
• Ability to obtain the AWS Certified Cloud Practitioner certification upon hire.
• Willingness and ability to pursue AWS Solutions Architect – Associate certification is preferred.
• Hands-on experience managing AWS customer environments is highly preferred.
• Additional AWS certifications such as Cloud Practitioner, Solutions Architect – Associate, or SysOps Administrator are advantageous.
• Experience working in a Managed Service Provider (MSP) environment or in a customer-facing technical account management position is preferred.
• Familiarity with ITIL frameworks or service management methodologies is a plus.
• Experience with cloud migration projects, hybrid cloud environments, professional services, or technology consulting is beneficial.
• Willingness to travel approximately twice per quarter to the organization's headquarters in Rochester, New York.

Benefits

• Opportunity to manage strategic AWS customer relationships and high-impact cloud technology initiatives.
• Exposure to diverse cloud projects spanning managed services, migrations, application modernization, development, and Well-Architected Reviews.
• Collaborative environment working closely with sales, engineering, project management, and other technical professionals.
• Opportunity to deepen AWS cloud expertise and pursue industry-recognized AWS certifications.
• Professional growth through hands-on involvement in cloud strategy, technical consulting, project delivery, and account development.
• Opportunity to contribute to customer success while identifying opportunities for account expansion and long-term partnerships.
• Travel approximately twice per quarter to Rochester, New York, providing opportunities for in-person collaboration and team engagement.