Cloud Technical Account Manager , ES - WWPS - US FED

Amazon - Arlington, VA

Full-time - Mid Level

Arlington, VA

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, as they believe that providing world-class support is essential for customer success. This position is part of the AWS Enterprise Support team, where Technical Account Managers (TAMs) serve as principal technical advisors to customers, helping them maximize the value and service they receive from AWS. In this role, you will not be directly troubleshooting customer support issues but will collaborate with engineers and service teams to ensure that 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. Your technical expertise and customer-facing skills will be vital in representing AWS within customer environments and engaging in discussions with senior leadership regarding incidents, trade-offs, support, and risk management. As a TAM, 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. The strong relationships you develop with customers will enable you to understand their business and operational needs, as well as their technical challenges, allowing you to help them achieve the greatest value from AWS. This position may require travel of 10% or more as needed, placing you at the forefront of innovation within AWS.

Responsibilities

• Act as the principal technical advisor and 'voice of the customer' for organizations ranging from start-ups to Fortune 500 enterprises.
• Work with engineers and service teams to resolve customer support issues, ensuring effective communication and follow-through.
• Proactively craft and execute strategies to drive customer adoption and use of AWS services.
• Provide advocacy and strategic technical guidance to help customers plan and build solutions using best practices.
• Maintain operational health of customers' AWS environments through proactive engagement and support.
• Develop close relationships with customers to understand their business needs and technical challenges.

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.

Nice-to-haves

• Understanding of the AWS Well-Architected Framework pillars and ability to apply them to customer architecture and solutions.
• Experience as a technical lead in internal enterprise or external customer-facing roles.
• Strong professional oral and written communication skills, particularly in presenting to executive audiences.
• 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 balance.
• Ongoing mentorship and career growth opportunities.
• Access to employee-led affinity groups that foster a culture of inclusion.