Itziar is a Technical Account Manager based in Madrid, Spain. She joined AWS in September 2021.
HereAtAWS: Tell us about your career journey. What brought you to your current role at AWS?
Itziar: I started my career three years ago in a consulting company as a data analyst in the Supply Chain area. My job consisted in the digital transformation of companies. We got to know the company, the different departments and studied their needs and requirements. From this I worked with them on a series of workflows to improve and optimise their daily work. We also gave trainings on some platforms for the employees. I loved this job as it combined my technical knowledge with the customer contact part. For me it is essential to know a customer to be able to offer the best service.
I had to travel a lot and covid put an end to this way of working. I started to look for new goals, and I chose to dedicate myself to cloud projects. I started studying for a certification and got involved in different projects built on AWS. After a year, an old colleague told me he was working on AWS and thought it would be a good fit for me to work here. I found the TAM position very interesting. I had never worked in support before but I thought it would be a good fit for me so I decided to apply!
HereAtAWS: Can you explain in simple terms: your role, who your customers are, and how you help them?
Itziar: I am a Technical Account Manager, better known as a TAM. I've just landed here so I'll try to explain the role from my brief experience. A TAM is the interface between the customer and AWS. We are a support from a technical point of view that proactively helps the customer on a day-to-day basis. Some of the tasks are to dedicate a few hours a week to do office hours and cadence calls, keep up to date with the customer's news, updates and support cases, and escalate these if necessary. In addition, when the customer needs to know more about an area, we contact SMEs to provide support, workshops or any help they may need.
I believe that a good TAM is one that gains the trust of the client, that is aligned with them and cares as if they are part of it.
HereAtAWS: What technical and/or soft skills do you need to succeed in your role?
Itziar: A key part of being a good TAM is to be able to combine both. Of course, you have to have a good technical background, be passionate about it and keep updating yourself as there are improvements and new things to learn every day. But in addition, it is essential to have good soft skills. As I said before, it is essential for a TAM to know the client, gain their trust and become one more in their team, this is where soft skills come into play. Knowing how to communicate is essential to forge a good relationship with the client.
HereAtAWS: Have you had to learn any specific new skills (technical or soft) for your role?
Itziar: Of course! For me it has been a big change and I have a lot to learn. Although I have had experience with AWS before, I am learning in depth about some services and discovering many others that I didn't know about. Enterprise support is immense, I am still exploring and diving deep into all the offered features. One of the things I am starting to learn and am particularly looking forward to is interviewing. I have never done this before and I think it is quite a challenge to learn new skills.
HereAtAWS: At work, are you involved in any activities outside of your role?
Itziar: Not yet, but I would really like to get involved in some of the initiatives outside my role.
HereAtAWS: What’s the most exciting part of your job?
Itziar: The most exciting thing about my job is that it evolves every day and you are constantly facing new challenges that motivate you to keep learning.
It is also exciting to be surrounded by a team of people with so much knowledge in different areas that help me grow professionally and personally. Here, you will never go to bed without learning something new.
HereAtAWS: What’s the most challenging part of your job?
Itziar: As I still have a lot to explore, it is sometimes difficult to focus on just one thing. Too many things are very appealing but I can't do them all, so the biggest challenge for me right now is to find the area in which I want to focus and in which I can contribute to my team and my clients.
HereAtAWS: What advice would you give people joining AWS?
Itziar: Being a new joiner, the advice could also be for me! I think I would tell anyone to take things slow, to look for what they love and give 100% in the things they do, always having a good time and not getting stressed out!
HereAtAWS: What three words would you use to describe workdays at AWS?
Itziar: Attitude, motivation, team
HereAtAWS: What do you love to do outside work?
Itziar: I love traveling, playing sports and especially joining both. I am passionate about going to remote places to ski, surf, climb or search for mountain hikes.
I also love spending time with my family, friends, reading, writing and listening to music. I could make an infinite list but this is a good summary!
HereAtAWS: Is there anything else you would like to add about your personal journey?
Itziar: I am very grateful because from the first day I have felt very comfortable and integrated in the team. I am surrounded by a team of brilliant people, always willing to help and share their knowledge and experience.