Team Lead, Digital Cloud

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

📋 Description

• Take full responsibility for the cohort's revenue, churn/expansion, and NRR targets from start to finish.

• Collaborate with Marketing and Product to develop and refine the cohort's go-to-market strategy.

• Provide reports on cohort performance and overall business outcomes.

• Lead and nurture the AE, CSM, SE, and SME teams assigned to the cohort.

• Implement pipeline reviews, account health assessments, and escalation procedures.

• Build teams through effective hiring, onboarding, and coaching as necessary.

• Promote proactive account management to resolve issues before they escalate to support tickets.

• Oversee annual contract discussions and roadmap strategies for key relationships.

• Convert cohort brand positioning into engaging customer dialogues.

• Actively seek support from Marketing, Product, and Support as needed.

• Serve as the cohort's representative in Digital Cloud product and marketing development.

• Aim to lower churn rates and enhance cohort NRR.

• Reduce the volume of support tickets per account through proactive management.

• Increase the proportion of customers on annual contracts.

• Keep updated views of top accounts concerning risk and expansion opportunities.

⛳️ Requirements

• Proven track record of owning a revenue target, including strategic decision-making to achieve it.

• Experience in managing or building a team, preferably in a cross-functional role involving sales, success, and technical areas.

• Ability to thrive in ambiguous situations while the function and tools are being developed.

• Strong communication skills for conducting customer QBRs and prioritizing the Product roadmap.

• Technical fluency within the digital sector.

• Insight into digital customers and the requirements for building websites.

• Adequate technical proficiency to engage meaningfully in proactive support and roadmap discussions.

• Background in vertical SaaS or an agency-related business where the customer's business model was crucial to the sale.

• Capacity to communicate effectively and listen attentively.

• Ability to perform keyboarding and both gross and fine motor tasks.

• Capability to work at a desk and engage with a computer screen for extended durations.

• Ability to function in a high-pressure environment with diverse challenges, deadlines, and employee dynamics.

🏝️ Benefits

• Option to work from home.

• Traditional office environment with climate control.

• Reasonable accommodations may be provided to enable individuals with disabilities to fulfill essential duties.