Technical Account Manager – Cloud

The TAM acts as a primary technical advisor and strategic partner, ensuring customers achieve their desired outcomes across backup, disaster recovery, security, and compliance in multi-cloud environments (AWS, Azure, GCP). 

This role goes beyond reactive support by combining technical expertise, customer engagement, and proactive risk management to improve platform usage, retention, and expansion. 

• Serve as the designated technical point of contact for assigned Enterprise and Premier customers. 

• Build deep, trusted relationships with customer stakeholders (engineering, operations, security, and leadership). 

• Understand customer business goals and align platform capabilities to drive measurable outcomes. 

• Drive onboarding, adoption, and ongoing optimization of backup and disaster recovery solutions. 

• Conduct regular health checks, service reviews, and success planning sessions. 

• Identify opportunities to improve coverage, performance, cost efficiency, and resilience posture. 

• Track and report on customer success metrics (usage, SLA adherence, risk posture). 

• Act as a subject matter expert in cloud backup, disaster recovery, and cyber resilience. 

• Own critical customer escalations, ensuring timely communication and resolution. 

• Coordinate with Support, Engineering, and Product teams to drive issues to closure. 

• Lead or participate in post-incident reviews (RCA) and ensure preventive actions are implemented. 

• Advocate for customers by providing structured feedback to Product and Engineering teams. 

• Develop reusable assets (playbooks, guides, automation recommendations). 

• Help customers improve operational maturity through automation and self-service. 

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  5+ years of experience in cloud, data protection, or customer-facing technical roles (e.g., Support, TAM, Solutions Engineer). 

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  Strong expertise in:  

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  AWS, Azure, or GCP (IAM, compute, storage, networking) 

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  Backup and Disaster Recovery concepts 

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  Experience managing enterprise customers or strategic accounts. 

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  Proven ability to translate technical capabilities into business value. 

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  Strong communication and stakeholder management skills. 

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  Experience in incident management and escalation handling. 

• Experience in Technical Account Management (TAM), Customer Success, or Professional Services. 

• Familiarity with data protection platforms (e.g., Clumio, Commvault). 

• Knowledge of:  

• Security & compliance (e.g., ransomware protection, data governance) 

• Infrastructure as Code (Terraform) 

• Automation/scripting (Python, APIs) 

• Cloud certifications (AWS/GCP/Azure – Associate or Professional). 

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