Sr. Account Manager
- Compensation
- Not disclosed
- Location
- Melville, NY, US
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Full time
- Experience
- 3+ years
- Category
- Sales
- Posted
Skills
Must have
- Strong ownership of retention and growth results: identifies problems early, drives them to resolution, and delivers on commitments
- Consultative selling skills and sound business judgment: able to understand a customer's business and infrastructure, connect it to the right CloudFirst services, and build a business case executives
- Executive presence and strong negotiation skills with C-level and senior IT leaders on renewals, multi-year agreements, and expansions
- Organized and disciplined across complex accounts with long sales cycles and multiple contacts
- Working knowledge of cloud infrastructure, data protection, disaster recovery, and security. Familiarity with IBM Power (IBM i, AIX) or Microsoft cloud is a strong plus
- Self-directed and able to deliver consistent results in a remote role
Full description
CloudFirst is a leading managed cloud, cybersecurity, and infrastructure services provider focused on helping midsize enterprises modernize operations, improve resiliency, and accelerate business growth. This is an exciting opportunity for an experienced Senior Account Manager to join a growing and scaling organization where your contributions will have a direct impact on the success of the business. You’ll join an engaged, collaborative team of professionals and a values-driven culture that rewards initiative, accountability, and results. CloudFirst offers a comprehensive health benefits package, including a 4% 401(k) company match with immediate vesting and a Flexible Time Off (FTO) program. THIS IS A REMOTE POSITION.Position Summary:
The Sr. Account Manager (Sr. AM) owns CloudFirst's relationships with a portfolio of approximately 50-75 strategic accounts. The Sr. AM is accountable for two separate targets: maintaining 100% net revenue retention (NRR) across the portfolio, and adding $5,000 in net new monthly recurring revenue (MRR) each month on top of that through upsell, cross sell, account expansion, deeper account penetration, referrals, and partner opportunities.
This is a consultative, relationship-led role. The Sr. AM learns each customer's business and infrastructure well enough to anticipate what they will need next, and brings in Solution Architecture, Service Delivery, and partner resources to deliver it.
Key Responsibilities:Strategic account ownership
- Serve as the primary relationship owner and escalation point for each account in the portfolio
- Maintain a written plan for each account covering business objectives, current services, decision makers, renewal dates, risks, and growth opportunities, reviewed at least quarterly
- Build relationships at every level of each account, including executive sponsors such as the CIO and CFO, so no account depends on a single contact
- Lead quarterly business reviews (QBRs) covering service performance, account health, and upcoming needs, tied to the customer's business goals
- Manage renewals well ahead of expiration, from terms through signature, and use each renewal to review service fit and introduce additional services
Retention and account health
- Maintain 100% NRR by monitoring account health (service usage, satisfaction, support ticket trends, and executive engagement) and acting on risk early
- Lead recovery plans for at-risk accounts with Service Delivery, Support, Solution Architecture, and Finance, and follow through on every commitment made to the customer
Growth and expansion
- Deliver $5,000 in net new MRR each month, separate from the NRR target, through upsell, cross sell, and expansion of existing services
- Increase account penetration by identifying divisions, sites, subsidiaries, and workloads CloudFirst does not yet support, and building relationships with the people who own them