Senior Customer Account Manager - East
New
J
JobgetherCloud Technology
USFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Cloud ComputingMicrosoft AzureCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 8+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in the technology sector.
- Experience working in an XaaS environment (SaaS, PaaS, or IaaS) managing Enterprise customer relationships.
- Proven ability to develop and maintain trusted relationships with stakeholders at multiple levels, including executive/VP-level.
- Strong experience leading QBRs, EBRs, or similar executive-level business reviews.
- Demonstrated expertise in contract negotiation, conflict resolution, and customer escalations.
- Ability to articulate technical value for cloud computing or IT services clearly and compellingly.
- Experience managing accounts throughout the full customer lifecycle (onboarding, adoption, renewals, expansions, escalations).
- Strong understanding of customer success metrics such as Gross Revenue Retention and Net Revenue Retention.
- Proven ability to recognize, qualify, and route expansion opportunities.
- Proficiency with CRM platforms and customer management tools.
- Comfortable using AI tools to improve productivity in research, preparation, and reporting workflows.
- Familiarity with Virtual Desktop Infrastructure, Microsoft Azure, and cloud services is preferred.
Responsibilities
- Own the strategic post-sale relationship for a portfolio of Enterprise accounts, serving as the primary customer contact.
- Lead customer onboarding and adoption initiatives by developing coordinated plans with technical and sales teams.
- Plan and facilitate Executive Business Reviews to connect customer progress with product capabilities and business goals.
- Monitor account health using engagement data to identify risks and coordinate mitigation strategies.
- Identify, qualify, and route upsell and cross-sell opportunities in collaboration with commercial stakeholders.
- Lead the commercial renewal process by demonstrating value, managing timelines, and driving agreements to completion.
- Build long-term customer advocacy through testimonials, references, and community participation.
- Maintain accurate account forecasts, CRM records, and health assessments using data-driven insights.
- Collaborate with internal teams including Technical Account Managers, Account Executives, and Solutions Engineers.
- Leverage AI-powered tools to streamline account research, reporting, and operational activities.
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