Technical Account Manager


AWS Elemental is an Amazon Web Services Company that combines deep video expertise with the power and scale of the cloud. We are looking for a Technical Account Manager to ensure a successful customer support experience when customers need us most whether during high impact issues or simply because they are having a difficult time and need some extra guidance and attention. In this role, you will leverage your technical depth and account management skills, to understand the customer workflow, timelines and priorities, helping give customers the freedom to focus on what matters: transforming ideas into compelling content that captivates viewers.

What you'll do:

  • Be a point of contact for multiple high-visibility and high-touch customer relationships, typically for a limited duration to assist through a high need period of time
  • Proactively identify and meet with customers that begin heavily using support to identify the causes and help drive resolution to the larger set of issues, including working across teams and engaging appropriate resources for the situation
  • Act as systems analyst and project manager to understand, communicate, and drive resolution of technical issues at varying levels of complexity
  • Provide guidance and mentoring to Support teams, particularly as it relates to customer relationships and the impact of post-sales issues
  • Work with the customer to understand the big picture and effectively communicate and prioritize issues that potentially span multiple external and internal organizations
  • Provide regular status updates to management teams on escalated customer issues
  • Provide leadership and mentorship to other team members
  • Identify problems and formulate solutions in product, technology, and process improvements

Basic Qualifications

  • BS in a technical discipline (preferably in computer science, engineering, or information systems) or strong experience working with technical teams
  • 5+ years working in a professional services or customer-facing technical support role
  • 3+ years' experience as project lead or direct manager of a technical engineering or services team
  • Ability to communicate clearly and concisely with technical and non-technical teams across multiple businesses; written, verbal, presentation, and interpersonal skills
  • Demonstrated competency in strategic thinking and leadership, with strong relationship management experience with colleagues and customers
  • Highly developed organizational skills, with ability to effectively prioritize, plan, and execute effectively, even under heavy workloads
  • Comfortable working in a fast-paced environment, where requirements may be unclear
  • Ability to effectively gauge customer impact and temperature to prioritize issue investigation
  • Willingness to travel (likely 10-20%, primarily regionally, with international travel on occasion)

Preferred Qualifications

  • Knowledge of digital video and audio standards, especially around H.264, MPEG-2, and HEVC
  • Working knowledge of Linux (CentOS or RedHat), VMware, or Amazon Web Services
  • Content delivery networks (e.g. AWS CloudFront , Akamai, EdgeCast, Level 3, Limelight)
  • Adaptive streaming technologies (e.g. Apple HLS, Adobe HDS, Microsoft Smooth, MPEG DASH)
  • PMP certification is a plus

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