Technical Account Manager
Innovative Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Rochester • New York • United States
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About the role
- Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
- Meet regularly with customers to review service performance and align technology roadmaps with business goals
- Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
- Ensure timely response to customer inquiries and proactive communication of service updates
- Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
- Own and resolve customer escalations and requests efficiently and effectively
- Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
- Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
- Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
- Meet quarterly targets for identifying new service opportunities within assigned accounts
- Contribute to account growth metrics and revenue expansion
- Develop and maintain comprehensive account plans for assigned customers
- Stay current on emerging technologies and service offerings to better advise customers
- Achieve AWS Cloud Practitioner certification within six months of hire
- Maintain accurate customer documentation and interaction records
- Contribute to internal knowledge base and best practices documentation
Requirements
- Bachelor's degree or Associate degree plus 3+ years of relevant IT experience
- 2+ years in a hands-on technical role (networking, security, cloud platforms, infrastructure, etc.)
- Proven experience assessing customer environments and recommending improvements
- Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
- Experience coordinating small projects from planning through execution; formal project management experience is a plus
- Strong documentation and communication capabilities
- Ability to work effectively in a remote environment with demonstrated time management skills
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
networkingsecuritycloud platformsinfrastructureproject managementcustomer assessmentsolution tailoringdocumentation
Soft Skills
communicationtime managementcustomer serviceproblem-solvingrelationship buildingproactive communicationconsultative skills
Certifications
AWS Cloud Practitioner