Technical Account Manager

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