BrightBox Group
Technical Account Manager
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Technical Account Manager
UK-based, remote-first
Technical Account Manager / Senior Technical Account Manager / Principal Technical Account Manager, level dependent on experience
Permanent
£60,000-£80,000
Our client are seeking a Technical Account Manager to manage relationships for our managed service customers. In this role, you will act as a trusted technical advisor, understanding AWS environments, managing potential issues, and guiding future developments.
Responsibilities:
- Develop account management processes, playbook, and tools for our MSP practice.
- Manage relationships for assigned MSP customers, conducting service reviews, and acting as the primary technical contact.
- Monitor operational health (cost, reliability, security) of AWS environments and create prioritised roadmaps.
- Provide strategic advice on AWS and MSP services, devising actionable plans for customers.
- Lead technical discussions on incidents and risks, collaborating with engineers for resolution.
- Identify opportunities for further AWS service adoption or capabilities, working with Pre-Sales for conversion.
- Facilitate workshops and sessions to build AWS skills within customer teams.
- Manage renewals and maintain the health of multi-year support agreements.
- Make senior-level account management decisions and assist customer-facing staff.
- Collaborate with other experts for customer engagement.
- Utilise AI and automation to enhance service delivery.
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Success Measures:
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- Account renewal rate
- Customer satisfaction/health score
- Cost optimisation for customers
- New work identified and converted to signed scope
Requirements:
- Experience in a customer-facing technical role within an MSP or cloud services.
- Knowledge of AWS architecture and services.
- Proven track record in managing strategic customer relationships.
- Ability to make independent, customer-focused decisions.
- Adaptable communication skills.
Nice to Have:
- AWS certifications (Solutions Architect Associate or above).
- Experience with MSP support agreements or SLAs.
- Interest in AI/automation for service delivery.
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