Technical Account Manager

Remote
Posted 5 days ago
Main Location
El Segundo, CA, United States
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powertofly approved What Mission Has to Offer:

Mission is an AWS Premier Consulting Partner with deep know-how in launching and harnessing the power of the cloud. They passionately believe that cloud technology is the greatest transformation tool for the modern business. Mission knows that the diversity of their people and their talents is the key to success and staying at the forefront of the industry. Mission offers their employees benefits like:

  • Full health coverage
  • Dental, vision, & life insurance
  • EAP & wellness programs
  • 401k plan with employer matching
  • Hubs in LA, NY, San Fran, Chicago, & Boston - offices are pet friendly!
  • Freedom to work remotely whenever you like
  • FlexPTO policy = unlimited time off (2 weeks' break required per year!)
  • 10 weeks paid parental leave
  • Volunteering time off encouraged
  • As a TAM, your technical acumen and customer-facing skills will enable you to effectively represent Mission within a customer’s environment and drive discussions with senior leadership regarding incidents, trade-offs and risk management. You will provide advocacy and facilitate strategic technical discussions to help plan and build solutions using best practices, and/or keep your customers’ AWS environments operationally healthy. The close relationships developed with your customers will empower you to understand their business/operational needs and technical challenges and help them achieve the greatest value from their AWS infrastructure.

    We are seeking individuals with strong backgrounds in IT operations, consulting services and related areas such as Linux/Windows systems administration, DevOps, Data Analytics and more. The TAM is our centerpiece of value to our Enterprise Support customers, so come join us if you wish to be on the cloud forefront!

    Service Delivery Responsibilities
    • Provide timely and detailed technical counsel to key customers
    • Review customer infrastructure and operations and provide recommendations and requirements for automation of repetitive tasks, improvements to architecture design or processes, and tooling
    • Provide architectural and scaling guidance for major upcoming projects such as new product launches or infrastructure migrations
    • Build and maintain relationships with key stakeholders within each customer organization
    • Understand and manage customer contracts, SLA requirements and key deliverables
    • Lead and/or attend service review meetings with customers
    • Continuously educate customers on current technologies, new Mission or AWS services, and best practices
    • Create management and account performance reports to an agreed schedule or upon customer request
    • Maintain good visibility on all customer issues and help drive quick resolution
    • Exercise judgment in prioritizing problems and escalating issues where necessary
    Cross-Functional Responsibilities
    • Collaborate with Technical Consultants, Cloud Operations, Project Management, and Customer Success Managers to improve the customer experience
    • Contribute to a positive team environment and proactively engage team members to meet and exceed SLAs, quality standards, and goals
    • Report feedback to Product and Service Delivery Management to drive continuous improvement to our service offering
    Requirements
    • 7+ years of hands-on Infrastructure / Troubleshooting / Systems Administration / Networking / DevOps / Consulting
    • Bachelor’s Degree in Computer Science, Math, related discipline or equivalent work experience
    • Experience with cloud computing and the AWS stack
    • Experience in a 24x7 operational services or support environment
    • Data-driven and demonstrating a good working knowledge of metrics, KPIs and SLAs and put them to practice in delivering results
    • Demonstrate excellent time-management skills and the ability to work independently
    • Ability to communicate professionally in both written and verbal form
    • Ability to understand technical subjects and connect multiple underlying issues
    • Bias for action and ability to deal with ambiguity, including troubleshooting and problem-solving in loosely-defined situations
    • Ability to handle multiple tasks and competing priorities from a variety of internal and external stakeholders
    • Ability to deliver results independently in a fast-paced, rapidly changing environment with a strong sense of ownership
    • Ability to travel up to 10% as needed
    Preferred Qualifications
    • Experience in one or more of the following areas: Scripting/Automation, IT Security, Operations Management
    • Previous experience with vendor management, TAM and/or Project Management
    • External enterprise customer-facing experience as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
    • Experience with AWS services and/or other cloud offerings
    • AWS certifications a plus
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    Mission
    We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
    Are you hiring? Join our platform for diversifiying your team
    Technical Account Manager
    Mission