Innovative Solutions · 2 days ago
Technical Account Manager
Rochester, NY
Full-time
Onsite
Mid Level
$75K/yr - $95K/yr
3+ years expInnovative Solutions is looking for a Technical Account Manager to serve as the primary technical liaison for their managed IT services customers. This role focuses on ensuring exceptional service delivery, identifying opportunities for account growth, and developing cloud expertise in the expanding AWS practice.
Cloud ComputingComputerSoftwareWeb Design
Responsibilities
Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
Meet regularly with customers to review service performance and align technology roadmaps with business goals
Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
Ensure timely response to customer inquiries and proactive communication of service updates
Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
Own and resolve customer escalations and requests efficiently and effectively
Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
Meet quarterly targets for identifying new service opportunities within assigned accounts
Contribute to account growth metrics and revenue expansion
Develop and maintain comprehensive account plans for assigned customers
Stay current on emerging technologies and service offerings to better advise customers
Achieve AWS Cloud Practitioner certification within six months of hire
Maintain accurate customer documentation and interaction records
Contribute to internal knowledge base and best practices documentation
Qualification
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, etc.)
Proven experience assessing customer environments and recommending improvements
Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
Experience coordinating small projects from planning through execution; formal project management experience is a plus
Strong documentation and communication capabilities
Ability to work effectively in a remote environment with demonstrated time management skills
Achieve AWS Cloud Practitioner certification within six months of hire
Preferred
Experience in an MSP (Managed Service Provider) environment
Background in customer-facing technical roles or technical account management
Familiarity with ITIL frameworks or similar service management methodologies
Experience with ticketing systems and service management tools
Basic understanding of cloud computing concepts (AWS, Azure, or similar)
Previous experience in professional services or consulting environments
Company
Innovative Solutions
Innovative Solutions is a web design company focusing on helping every small to midsize business.
51-200 employees
H1B Sponsorship
Innovative Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$60M2022-03-02Series Unknown· $60M
Leadership Team
Justin Copie
CEO
Recent News
2025-12-01
Company data provided by crunchbase