Senior Technical Account Manager

Who you are

• The ideal candidate possesses strong technical depth in networking or telecommunications, proven experience as a technical leader in customer-facing roles within European markets, and the ability to influence both customer executives and internal engineering teams across geographies
• This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR)
• Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government
• As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations
• Bachelor's degree in a STEM field, or equivalent industry experience
• Experience in a similar role such as technical account manager, consultant, solutions architect, platform engineer, systems engineer, cloud architect, or service delivery manager
• Experience leading in a customer-facing role in the technology industry or equivalent
• Experience managing executive customer relationships and key business stakeholders
• Experience prioritizing and delivering projects on time in a fast-moving environment
• Speak, write, and read fluently in English
• Experience with operational troubleshooting across two or more of: networking, back-office integration, wireless telecommunications (satellite or cellular), cloud integration, field support management
• Experience communicating and presenting to senior leadership
• Experience in a 24x7 operational services or support environment
• Experience making business recommendations and influencing stakeholders
• Experience in systems administration, network administration, AWS cloud app development, DevOps or site reliability engineering
• Experience in satellite, telecommunications, or connectivity infrastructure within European markets
• Experience as a technical lead in a customer-facing role with European telecom operators, broadcast media, or energy sector customers
• Familiarity with telecom backhaul, network architecture, or RF optimization
• Additional European language capability - one or more of: French, German, Italian, Spanish, Portuguese, or Russian
• Experience developing support playbooks, runbooks, or operational frameworks

What the job involves

• Amazon Leo is building the world's most advanced satellite broadband network to deliver fast, affordable connectivity to underserved communities and enterprise customers around the globe
• Global Enterprise Services (GES) is the customer-facing organization that ensures enterprise customers realize the full value of Amazon Leo's connectivity solutions
• As a Senior Technical Account Manager (TAM) in GES, you are a dedicated post-deployment technical partner who ensures long-term customer success after deployments are fully operational across EMEA markets
• TAMs combine deep technical knowledge with customer relationship management, serving as trusted technical advisors who help customers optimize their Amazon Leo environments, protect recurring revenue, and enable growth
• Working within the Customer Delivery (CD) organization, you will provide strategic technical guidance to help customers plan expansions, implement solutions, and optimize networks using best practices - while proactively keeping your customers' Leo environments operationally healthy and resilient
• The deep relationships you develop will allow you to understand business and operational needs, anticipate challenges, and help customers achieve the greatest value from their investment
• This is not a sales role
• You earn trust through technical expertise, consistent proactive engagement, and a track record of delivering measurable customer outcomes
• You will support a portfolio of high-complexity enterprise customers across EMEA verticals including telecom operators, broadcast media, energy, and enterprise connectivity - owning the post-deployment technical relationship, conducting executive-level business reviews, driving optimization, and serving as the voice of the customer to Product and Engineering
• Serve as the primary post-deployment technical point of contact for a portfolio of high-complexity EMEA enterprise accounts
• Provide strategic technical guidance to help customers plan expansions, implement solutions, and optimize network performance
• Monitor customer environments proactively; identify degradation patterns, predict potential issues, and execute interventions before customer impact
• Build and maintain executive-level relationships; understand customer business objectives and align technical engagement to business outcomes across European markets
• Support Quarterly Business Reviews (QBRs) with customer executives, presenting performance data, roadmap alignment, and optimization recommendations
• Coordinate technical escalations with support teams; drive rapid resolution and support with issue analysis
• Identify and qualify expansion opportunities (additional sites, bandwidth, technical integrations) and partner with account teams to realize growth
• Provide structured, data-driven customer feedback to Product and Engineering teams; advocate for customer needs in roadmap discussions
• Mentor junior TAMs on technical depth, customer engagement practices, and escalation management
• Develop and refine TAM playbooks, best practices, and operational frameworks relevant to EMEA markets