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