Technical Account Manager

Who you are

• Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply
• Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience with external customer interaction
• Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround, or experience managing teams
• Experience in a similar role as a Technical Account Manager, Consultant, Solutions Architect, Platform Engineer, Systems Engineer, Cloud Architect etc
• Understand operational parameters and troubleshooting for 2 or more of the following: Compute, Storage, Networking, CDN, Databases, DevOps, AI/ML, Big Data and Analytics, Security, Applications Development
• Customer obsessed
• Fluency in French and English
• Experience managing or influencing senior stakeholders in a commercial or client-facing context
• Experience in an operational role
• Proficiency in professional oral and written communication, with a record of presenting to audiences containing one or more decision-makers
• Hands-on experience with AWS services and/or other cloud offerings
• Experience with SaaS, multitenant architectures and deployment automation is a plus

What the job involves

• To get there, we build AI solutions that improve human capabilities and transform entire business functions
• We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required
• We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset
• As a Technical Account Manager (TAM) in AWS Enterprise Support ISV segment (AWS customers who sell software solutions (often SaaS) built using AWS services) you will have a direct impact in helping our customers gain the most value from cloud technology
• TAMs actively engage at the account level providing recommendations and proactive advice throughout the entire cloud adoption life cycle
• The TAM is the customer's trusted advisor and operational excellence expert for our Enterprise Support ISV customers
• The close relationships developed with your customers across all levels of their business will allow you to understand their business/operational needs and technical challenges and help them achieve the greatest value from cloud technologies
• 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
• As a TAM you'll craft and execute strategies with senior customer stakeholders up to C-level to drive our customers' adoption and use of AWS services. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges
• You'll guide, consult, provide technical guidance, and advocate for the customer within AWS
• Ensure AWS environments remain operationally healthy and optimized in terms of cost complexity security performance and resiliency
• Develop trusting relationships with customers understanding both their business needs and technical challenges
• Using your technical acumen and customer obsession you'll drive technical discussions regarding incidents architectural cost / benefit trade-offs and risk management
• Consult with a range of stakeholders from developers through to C-suite executives
• Collaborate with AWS Solutions Architects Business Developers Professional Services Consultants and Sales Account Managers
• You will proactively find opportunities for customers to gain additional value from AWS
• Provide detailed reviews of service disruptions, monthly and quarterly metrics, and detailed pre-launch planning
• Solve a variety of problems across different customers as they migrate their workloads to the cloud