Technical Account Manager

Location: Remote, but required to be in our Rochester headquarters 2x a quarterReports to: Manager, Account ManagementRole OverviewInnovative 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 doCustomer 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 consultingLocation: 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
Compensation Disclosure:The salary range provided is a general guideline. When extending an offer, Innovative considers factors including, but not limited to, the responsibilities of the specific role, market conditions, geographic location, as well as the candidate’s professional experience, key skills, and education/training.

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