Technical Account Manager

Technical Account Manager – AWS & IT Services

Location: Remote, but required to be in our Rochester headquarters 2x a quarter

Reports to: Manager, Account Management

Role Overview

Innovative is looking for a new Technical Account Manager who can serve as the primary technical liaison for both our AWS cloud services portfolio and traditional managed IT services customers and our growing. This is a hybrid role requiring someone comfortable managing AWS cloud environments  while also supporting on-premise infrastructure. The ideal candidate has hands-on experience with AWS services and a strong foundation in IT infrastructure, with the ability to guide customers through technology decisions that span both worlds.

What You’ll do

Customer Relationship

• Serve as the primary point of contact for assigned Managed Services and AWS cloud accounts

• Meet regularly with customers to review service performance and align technology roadmaps with business objectives

• Maintain high customer satisfaction scores and Net Promoter Scores (NPS)

• Communicate status updates, planned changes, and maintenance activities in plain language to both technical and non-technical stakeholders

Technical Delivery & Support

• Own and resolve customer escalations across both IT and AWS environments

• Manage AWS customer environments including monitoring cloud infrastructure health, coordinating support escalations with AWS, and optimizing resource utilization

• Consult with customers on architecture, security controls, and best-practice solutions

• Coordinate with internal engineering teams to ensure services meet SLAs

Account Growth

• Partner with sales to identify cross-sell and up-sell opportunities, including migration of on-premise workloads to AWS

• Meet quarterly targets for identifying new service opportunities within assigned accounts

• Develop and maintain comprehensive account plans for assigned customers

• Stay current on emerging technologies to better advise customers

Qualifications

Required:

• 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, or systems administration)

• Proven ability to assess customer environments and recommend technical improvements

• Strong documentation and communication capabilities with experience presenting technical concepts to non-technical audiences

• Ability to coordinate projects from planning through execution

• Demonstrated time management skills with ability to work effectively in a remote environment

Preferred (What Makes You Stand Out):

• Hands-on experience managing AWS customer environments – this is highly preferred

• AWS certification(s) such as Cloud Practitioner, Solutions Architect Associate, or SysOps Administrator

• Experience in an MSP (Managed Service Provider) environment or customer-facing technical account management role

• Familiarity with ITIL frameworks or service management methodologies

• Experience with cloud migration projects or hybrid cloud environments

• Previous experience in professional services or consulting