Strategic Account Manager

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

📋 Description

• Oversee the relationship and overall client experience for a portfolio of Managed Services clients.

• Develop a thorough understanding of each client’s database environment, service coverage, incidents, and planned changes using Zendesk, HubSpot, and POD-team discussions.

• Conduct regular business reviews linking service activities and technical insights to client outcomes.

• Identify and cultivate opportunities for expansion, including higher service tiers, additional managed services, Professional Services projects, and Assessments.

• Collaborate with POD Leaders, Professional Services consultants, and the Principal Solutions Architect to create clear proposals.

• Ensure clients comprehend service-tier inclusions and direct out-of-scope requests to on-demand hours or scoped projects.

• Track ticket trends, hours usage, satisfaction feedback, leadership changes, and renewal risks.

• Act as an escalation point for client service issues and facilitate resolutions with Managed Services leadership.

• Manage onboarding and project transitions with the Project Management Office.

• Keep partner contacts updated on shared accounts.

• Maintain records of client interactions, opportunities, renewals, and forecasts in HubSpot.

• Stay informed on trends in databases and cloud platforms, including migration, end-of-support dates, and AI readiness.

• Utilize AI tools and automation for account research, meeting preparation, and reporting.

• Collaborate with Client Success, Managed Services POD Leaders, Professional Services, Project Management Office, sales, and marketing teams.

⛳️ Requirements

• Five or more years of experience in account management or client success at a managed services provider or a similar recurring service organization, managing a portfolio of contracted recurring revenue clients through renewals.

• Technical proficiency acquired through previous work managing or selling database, cloud, infrastructure, or managed services offerings.

• Proven track record of retaining clients through renewals and increasing revenue within existing accounts.

• Experience leading business reviews and presenting to IT leaders, such as IT directors, CIOs, and CTOs.

• Understanding of the economics of recurring services, including managed services renewals and expansion versus one-time project sales.

• Proficient in CRM software, preferably HubSpot, with a focus on accurate pipeline and forecast management.

• Excellent written and verbal communication skills, with the ability to convey technical topics clearly to non-technical audiences.

• Capability to work independently in a remote environment while managing multiple client relationships simultaneously.

• Eligible candidates must provide proof of legal working status for any employer in the U.S.

• Must complete Microsoft Azure Fundamentals (AZ-900) or Azure Data Fundamentals (DP-900) within the first six months if not already obtained.

• Preferred: experience in database services, data platforms, or the Microsoft partner ecosystem.

• Preferred: current Microsoft certification such as AZ-900 or DP-900, or similar AWS or Google Cloud fundamentals certification.

• Preferred: previous technical role such as support engineer, systems administrator, or database administrator.

• Preferred: experience in partner and channel sales.

• Preferred: familiarity with Zendesk, Microsoft Teams, and Slack.

• Preferred: experience utilizing AI tools to enhance client success or sales workflows.

• Preferred: bachelor’s degree in business, marketing, information technology, or a related field, or equivalent professional experience.

🏝️ Benefits

• Competitive compensation.

• Comprehensive health benefits.

• Retirement plan.

• Fully remote US-based role.

• Healthy work-life balance.

• Fortified Data support for completing AZ-900 or DP-900 certification.