Account Manager, Digital Cloud

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the designated point of contact for a specific set of accounts.

• Conduct proactive check-ins, quarterly business reviews (QBRs), and roadmap discussions.

• Develop a comprehensive understanding of account-level business to pinpoint risks and opportunities.

• Manage incoming issues and collaborate with Solutions Architects and Tier 2/3 Support teams.

• Oversee customer communications, including updates on status, timelines, and follow-ups.

• Monitor recurring or systemic issues and contribute to product discussions.

• Take charge of upselling, cross-selling, and converting annual contracts within the assigned accounts.

• Clearly communicate the product roadmap to customers and align it with their goals.

• Maintain detailed account notes and context to ensure smooth continuity within the pod.

• Engage in knowledge-sharing activities within the shared pod.

• Relay customer product issues and opportunities to product discussions.

• Collaborate with the Team Lead on strategic accounts while maintaining ownership of day-to-day account management.

• Work alongside Account Executives to acquire new logos.

• Assume responsibility for customer relationships post-initial sale.

• Identify and oversee expansion opportunities within the current customer base.

• Collaborate with Solutions Architects and Business Unit-aligned Tier 2 and Tier 3 Support teams as required.

• Perform additional duties as assigned.

⛳️ Requirements

• Proven experience managing customer relationships from start to finish in account management, customer success, or a hybrid role.

• Some background in strategic, non-transactional relationship building is essential.

• Ability to manage a commercial target without prioritizing sales-first conversations.

• Strong organizational skills to maintain accurate and up-to-date account documentation.

• Confident in coordinating technical resources, even without personally resolving technical issues.

• Previous experience blending support/success with commercial ownership is preferred.

• Technical fluency adequate for credible triage before handoff is advantageous.

• Experience in a vertical SaaS or agency-adjacent environment is preferred.

🏝️ Benefits

• Option for remote work.

• Reasonable accommodations available for individuals with disabilities.

• Traditional climate-controlled office environment or the choice to work from home.