Technical Account Manager, AWS Enterprise Support

Job description

A Technical Account Manager (TAM) helps customers implement technical solutions on AWS and assists them in resolving various challenges they face while operating those solutions. As our customers grow rapidly, the Enterprise Support organization is also expanding, and TAMs support multiple customers simultaneously across various stages of their cloud journey to keep pace with this growth.

TAMs help customers resolve technically complex challenges, provide technical guidance as needed, and conduct technical reviews of customers' system architectures and operations. In addition, TAMs are expected to act as the customer's advocate within AWS globally, including Taiwan. Through this role, you will build strong professional relationships of trust with customers while gaining deep expertise in their system architectures and technical operations.

Key job responsibilities

As a Technical Account Manager in AWS Enterprise Support, serve as the customer's Point of Contact, leveraging broad AWS service knowledge and technical resources to resolve complex technical challenges. Lead customer communication during critical events.

Build and maintain trust with customers, understanding their business needs and technical challenges.

Provide regular technical and cost reviews of customers' systems and operations, recommending appropriate services and features.

Deliver new service information and AWS best practices through training and study groups, helping customers properly utilize them.

Monitor customer support cases, collaborate with support engineers, escalate to relevant AWS teams to facilitate resolution, and help customers report issues accurately and timely to internal stakeholders.

Identify customer needs and propose services and features to drive greater AWS value for their business. Detect AWS-side issues hindering customers and collaborate with other TAMs and teams to resolve them.

Collaborate with AWS Solution Architects, Professional Services, and Sales Account Managers as part of the account team.

Drive knowledge sharing within the team and contribute to team members' capability development.