Full-Time Cloud Customer Success Manager

We are seeking an experienced Cloud Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program.

The successful candidate will be conversant on cloud billing & licensing models and capable of resolving complex customer requests or complaints.

They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.

Key Responsibilities

Our CSP practice has experienced multiple years of double-digit growth. Central to our practice is an industry leading positive customer experience. The Customer Success Manager is charged with helping to ensure that our customer experience remains positive and that the practice is scalable and sustainable.

1. Conduct customer business reviews focused on cloud utilization and identifying and sharing cost optimization opportunities.
2. Collaborate with peers and managers to steer our CSP operations.
3. Act as liaison between customer, company and 3rd party vendors, managing/escalating tickets and tasks from report to resolution.
4. Build and maintain a trusted advisor relationship with our customers.
5. Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources.
6. Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction.
7. Own the post-sales relationship.

Skills, Knowledge & Expertise

(1-2 years) Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program.

• Experience as a Customer Success Manager, Consultant, Business Development Representative, Business Analyst or similar role.
• Either possess or be willing to obtain FinOps Practitioner Certification.
• BS Degree in Business or a Technology related field; graduate degree appreciated.
• Experience optimizing workflows and implementing process improvement.
• Technical and business problem-solving skills and judgement.
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers at all technical levels.
• Ability to prioritize and manage competing demands.
• Experience working with Clients on business solutions.
• Either possess one year of prior experience with public cloud billing and licensing models or be willing to learn.
• Either possess one year of prior experience in the AWS Management Console and Azure Portal or similar Cloud Portals or be willing to learn.

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