Technical Account Manager, Public Cloud
About The Position
The Technical Account Manager owns the technical relationship with customers and acts as their technical advocate. The role involves understanding customers’ business needs and providing guidance on public cloud best practices across AWS, Azure, and GCP, while helping ensure a positive customer experience with CDW. The position provides technical reviews and personalized recommendations, supports customer governance and operations, and helps customers understand cloud costs, technologies, services, and solutions. The role also serves as an escalation point for Customer Engagement support engineers and supports Billing with customer invoice questions.
Requirements
- Bachelor’s degree and at least 5 years of experience in cloud engineering, customer support, or DevOps engineering; alternatively, at least 9 years of experience in one of these areas.
- Experience in technical account management, InfraOps, or another customer-facing role.
- Experience with customer relationship management, especially with C-level or senior leadership.
- Technical expertise in public cloud computing and a strong understanding of relevant technologies, architectures, and best practices.
- Strong communication and presentation skills, including the ability to explain complex technical concepts and solutions clearly to technical and non-technical audiences.
- Customer-centric mindset and passion for driving customer success and delivering value.
- Ability to anticipate customer needs, identify opportunities, and develop strategic plans to address them.
- Associate cloud certification.
Responsibilities
- Perform technical reviews of customer public cloud environments across all pillars of the Well-Architected Framework.
- Meet regularly with customers to understand operational needs and share personalized recommendations for improving public cloud environments.
- Work with internal teams to advocate for customers and ensure an excellent customer experience.
- Use Cloud Management Platforms to provide visibility into cloud spending and align spend with customer goals and budgets.
- Conduct regular ticket reviews with CDW customers.
- Educate customers on current and emerging technologies and services, including CDW and public cloud offerings.
- Explain how CDW and cloud products, services, solutions, and product roadmaps align with customer use cases and service gaps.
- Act as an escalation point for Customer Engagement support engineers.
- Hold regular governance sessions with customers.
- Support Billing with customer questions and provide insight into specific invoice line items.
- Stay informed about cloud infrastructure and operations trends and best practices, including Azure, AWS, and GCP Well-Architected Frameworks.
Benefits
- Annual bonus target of 10%, subject to the terms and conditions of the plan.
- Benefits information is provided at https://cdw.benefit-info.com/.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
