Technical Account Manager

This is an exciting opportunity to be part of our growing Team at SCC. Working alongside existing Technical Account managers you will be the primary interface between the customer and SCC Delivery and support teams. You will form deep, lasting relationships at multiple levels, and be the advocate for your customer within SCC Digital business, and the advocate of Digital and Cloud technologies with your customer.

Primary Goal: Drive best practices into the organisation through education, standardization, and cultural growth and support. Bridge business, engineering and finance teams, enabling evidence-based decisions in near-real time to help optimise cloud use and increase business value. focus on establishing a FinOps culture and enabling stakeholder teams by demonstrating a working knowledge of the Principles and Capabilities of the FinOps Framework, a prescriptive model of actions and best practices.

1. Customer Relationship & Account Ownership

• Serve as the primary technical point of contact for assigned customers.
• Build long-term, trusted advisor relationships with key stakeholders.
• Understand customer goals, business context, technical environment, and success metrics.
• Conduct regular check-ins, QBRs/EBRs, and roadmap conversations.

2. Technical Guidance & Best Practices

• Provide architecture guidance, product configuration recommendations, and industry best practices.
• Review customer deployments to ensure reliability, scalability, and efficiency.
• Translate customer needs into actionable technical solutions.
• Fin-Ops-  Acts as a liaison between customer and Operational  teams to optimise cloud spending and improve cost visibility.
• Monitor and analyse cloud costs and usage patterns.
•  Collaborate with engineering teams to ensure financial accountability cloud resource usage

3. Proactive Monitoring & Issue Prevention

• Watch for early indicators of problems (alert patterns, usage trends, misconfigurations).
• Recommend optimisation steps or risk-mitigation actions before issues become critical.
• Identify ways to improve performance, security, and operational stability.

4. Incident Management & Escalation

• Act as the escalation point during outages or high-severity issues.

• Coordinate with engineering, support, and product teams to drive resolution.
• Communicate status updates clearly and timely with customers.
• Ensure post-incident reviews and follow-up actions are completed.
• Running Cloud Service reviews with our customers and building action plans and risk logs

5. Advocacy & Cross-Functional Collaboration

• Represent the customer internally and ensure their feedback influences product direction.
• Work closely with Sales, Support, Engineering, and Product teams on customer needs.
• Identify upsell/cross-sell opportunities aligned with customer goals (not a sales quota role, but consultative support).

6. Project & Onboarding Support

• Lead or support implementation, migrations, and expansion projects.
• Provide technical onboarding and training for new customers or features.
• Document deployment plans, technical requirements, and long-term strategies
• Own relationship with customer post-sales and carry out on-going client engagement activities whilst continually looking for new opportunities aligned to the client’s business objective

7. Reporting & Insights

• Deliver usage reports, health assessments, and optimisation recommendations.

• Track KPIs, SLAs, and customer satisfaction metrics.
• Maintain internal account documentation and risk registers.
• Working alongside Service Delivery you will drive successful resolution of customer escalations through proactive communication and RCA Management

8. Customer Success & Retention

• Ensure customers achieve measurable outcomes and value from the product.
• Identify adoption gaps and create plans to close them.
• Reduce churn risks through proactive engagement and solutioning.
• Manage customer retention including defining and developing a customer retention strategy

• Fin-ops Certification
• AWS, Azure cloud certification
• Working knowledge and experience of Cloud technologies
• Understanding of Agile Methodologies
• ITIL foundation certification minimu
•  Working knowledge of ServiceNow