Cloud Technical Account Manager, Enterprise Support - Strategic Industries - Healthcare & Life Sciences

Amazon - Boston, MA

Full-time - Mid Level

Boston, MA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The AWS Sales, Marketing, and Global Services (SMGS) team is dedicated to driving revenue, adoption, and growth from a diverse range of customers, from small and mid-market accounts to enterprise-level clients, including those in the public sector. The AWS Global Support team plays a crucial role in this mission, believing that world-class support is essential for customer success. As part of this team, the Technical Account Manager (TAM) will engage with leading companies, helping them leverage AWS services to build mission-critical applications. In this role, you will not be directly troubleshooting customer support issues but will act as the principal technical advisor and 'voice of the customer.' You will collaborate with engineers and service teams to ensure issues are resolved effectively. Your primary focus will be on proactively crafting and executing strategies that drive customer adoption and utilization of AWS services, such as EC2, S3, DynamoDB, RDS databases, Lambda, CloudFront CDN, and IoT, among others. Your technical expertise and customer-facing skills will be vital in representing AWS within customer environments and facilitating discussions with senior leadership regarding incidents, trade-offs, support, and risk management. You will provide advocacy and strategic technical guidance to help customers plan and build solutions using best practices, ensuring their AWS environments remain operationally healthy and resilient. Building close relationships with customers will enable you to understand their business needs and technical challenges, ultimately helping them achieve maximum value from AWS. This position may require travel of 10% or more as needed. The TAM role is central to delivering value to our Enterprise Support customers, and if you are eager to be at the forefront of innovation, we invite you to join us!

Responsibilities

• Act as the principal technical advisor and 'voice of the customer' for AWS Enterprise Support customers.
• Collaborate with engineers and service teams to resolve customer support issues effectively.
• Proactively craft and execute strategies to drive customer adoption and utilization of AWS services.
• Provide advocacy and strategic technical guidance to help customers plan and build solutions using best practices.
• Maintain operational health and resilience of customers' AWS environments.
• Develop close relationships with customers to understand their business needs and technical challenges.
• Facilitate discussions with senior leadership regarding incidents, trade-offs, support, and risk management.

Requirements

• Bachelor's Degree in Computer Science, Math, or related discipline, and 2+ years of equivalent work experience or 4+ years of related work experience.
• 2+ years of technical engineering experience.
• Experience in Information Technology operations.

Nice-to-haves

• Understanding of the AWS Well-Architected Framework pillars and ability to apply them to customer architecture and solutions.
• Internal enterprise or external customer-facing experience as a technical lead.
• Professional oral and written communication skills, especially in presenting to executive audiences.
• Development experience in a distributed systems environment.
• Experience in a 24x7 operational services or support environment.
• Familiarity with AWS services and/or other cloud offerings.
• Ability to apply technical or operational expertise to identify and solve complex challenges.

Benefits

• Flexible work hours and arrangements to support work-life harmony.
• Endless knowledge-sharing and mentorship opportunities for career growth.