Senior Customer Account Manager

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

📋 Description

• Take ownership of the strategic post-sale customer relationships for a portfolio of Enterprise accounts.

• Act as the main post-sale contact, concentrating on outcomes, relationship health, and alignment with business objectives.

• Facilitate customer onboarding and adoption by developing plans in collaboration with customers and internal teams.

• Work in conjunction with Technical Account Managers, Account Executives, Solutions Engineers, and Training teams.

• Conduct Executive Business Reviews to link progress to objectives and ensure stakeholders are aligned with the roadmap.

• Track account health by utilizing data-driven insights and engagement indicators.

• Oversee the mitigation of account risks and address satisfaction gaps.

• Identify, assess, and direct upsell and cross-sell opportunities.

• Partner with Account Executives to enhance account value.

• Manage the commercial renewal process, ensuring timely signatures.

• Foster customer advocacy and reference initiatives, including testimonials, case studies, Training Camps, and engagement with the Customer Advisory Board.

⛳️ Requirements

• Background in software within an XaaS business model, such as SaaS, PaaS, or IaaS.

• Preferably have experience in managing customer relationships in IT Operations, Finance, and Software Engineering.

• Proficient in contract negotiation and conflict resolution.

• Demonstrated experience in customer relationship management, particularly within the Enterprise segment.

• Skilled in developing and maintaining relationships at all organizational levels within customer entities.

• Proven capability to conduct executive-level QBRs/EBRs and establish relationships with VPs and higher.

• Familiarity with the LAER model (land, adopt, expand, retain).

• Competence in recognizing, qualifying, and channeling expansion opportunities.

• Strong forecasting abilities and an understanding of customer base and account health indicators.

• Capability to articulate a value proposition with a technical focus.

• Comfortable utilizing AI tools for account research, preparation, and reporting.

• A minimum of 8+ years of experience in customer success or account management roles.

• In-depth knowledge of cloud computing, IT services, or related fields.

• Ability to cultivate and sustain robust customer relationships.

• Experience in managing customer accounts from end to end, including handoffs, onboarding, renewals, and escalations.

• Exceptional collaboration abilities with TAMs and Sales teams.

• Proficient in CRM software and other pertinent tools.

• Understanding of customer success metrics such as GRR and NRR, with the ability to analyze data effectively.

• Familiarity with Virtual Desktop Infrastructure, the Microsoft Azure ecosystem, and cloud services.

• Knowledge of IT project management methodologies and best practices.

🏝️ Benefits

• Competitive Base + Commission Plan.

• Stock Options.

• Health and Welfare Plans.

• Life and Disability Plans.

• Retirement Plan.

• Unlimited Flexible Paid Time Off, including a day off for your birthday.