Senior Technical Account Manager

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

📋 Description

• Deliver insightful cost intelligence observations to customers.

• Facilitate discussions regarding the causes of and solutions to cost increases.

• Provide guidance and consultation to customers on their cost intelligence and AI ROI journeys.

• Oversee customer onboarding and implementation projects, including addressing ad hoc requests.

• Mentor, coach, and train other Technical Account Managers.

• Establish and nurture strategic relationships across customer personas and senior leadership.

• Articulate value, track KPIs, and conduct periodic executive business reviews.

• Advocate for the customer perspective within Customer Success, product, engineering, and go-to-market teams.

• Introduce new products and features while championing customer business outcomes.

• Address complex customer and vendor challenges and proactively mitigate negative service trends.

• Develop and monitor customer adoption metrics to enhance NPS.

• Create and maintain internal customer controls.

• Design repeatable and scalable technical solutions, playbooks, and runbooks.

• Facilitate joint success planning workshops, analysis, testing, and support for internal initiatives and products.

• Uphold clear standards for data analysis, presentations, and explanations.

⛳️ Requirements

• Advanced/fluent English proficiency with exceptional written and verbal communication skills.

• Availability to work from 9 AM to 5 PM EST; core hours are aligned with Eastern Time.

• Over 3 years of consulting experience with AWS, GCP, and/or Azure services or solutions.

• More than 3 years in a Technical Account Manager, DevOps, or similar role within a B2B SaaS technology setting.

• Capability to perform in a dynamic, transformative work environment.

• Proficient in educating and influencing individuals at all organizational levels.

• Ability to train and mentor others effectively.

• Experience in developing, documenting, and/or communicating financial analyses and cloud-service optimization recommendations to both technical and finance teams.

• Expertise in managing cloud spend/resource reservations.

• Proficient in tagging/labeling benefits and limitations and providing consulting on tagging strategies.

• Strong data orientation with the ability to utilize customer data for improved outcomes.

• Skilled in analyzing complex Excel datasets using VLOOKUPs, index matches, named ranges, and pivot tables.

• Experience in creating BI dashboards with tools such as QuickSight, Looker, Domo, or Tableau.

• Proficient in SQL authoring.

• Nice to have: AWS Solution Architect, Google Cloud Digital Leader, Google Associate Cloud Engineer, Azure AZ-900, Azure Cost Module, AWS/GCP/Azure certification, Introduction to FinOps, FinOps Practitioner/Engineer, FOCUS Certification, or AWS Cloud Practitioner.

🏝️ Benefits

• Positioned within a product-based company with equivalent treatment as full-time employees.

• Comprehensive back-office support, including career guidance, HR services, and concierge assistance.

• Remote-first work policy.

• Provision of a MacBook.

• Opportunities for growth through tech talks, chapter meetings, and remote social hours.

• Complimentary English lessons with a native speaker.

• Candidate referral bonus.

• Optional access to the Florianópolis headquarters, featuring weekly quick massages, delicious snacks, soft drinks, and games.