Strategic Account Manager - REMOTE

Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments. As trusted advisors in database management, administration, and strategic consulting, we partner with clients to design solutions that do not just solve today’s challenges, they scale for tomorrow’s growth.

Our team members are empowered to take ownership, contribute ideas, and help shape the future of the company. Working at Fortified Data comes with competitive compensation, comprehensive health benefits, a retirement plan, and the flexibility of a fully remote US-based role while maintaining a healthy work life balance.

Fortified Data is an equal opportunity employer. Eligible candidates must provide evidence of legal working status for any employer in the U.S.

The Strategic Account Manager owns the long-term health and growth of a portfolio of Fortified Data’s Managed Services clients. As part of our Client Success team, you will be each client’s primary business relationship: the person who understands their environment, their priorities, and where Fortified Data can help next.

The role pairs relationship management with enough technical fluency to hold credible conversations about database platforms, cloud migration, and data risk. You will recognize opportunities in what clients tell you and connect them to the right Fortified Data experts. Success means clients who renew, expand their services with us, and refer others.

You will work closely with Managed Services POD Leaders, Professional Services, the Project Management Office, sales, and marketing.

• Own the relationship with a portfolio of Managed Services clients, serving as their primary business point of contact and the person accountable for their overall experience with Fortified Data.
• Build a working understanding of each client’s database environment, including the platforms they run, their service coverage, recent incidents, and planned changes, using Zendesk, Hub Spot, and regular conversations with the POD team that supports them.
• Lead regular business reviews that connect service activity and technical findings to the outcomes clients care about, such as uptime, risk reduction, cost, and readiness for upcoming projects.
• Identify and develop expansion opportunities within existing accounts, including upgrades to higher service tiers, additional managed services, Professional Services projects such as migrations, upgrades, and performance work, and Assessments.
• Partner with POD Leaders, Professional Services consultants, and the Principal Solutions Architect to turn technical findings into clear proposals, bringing the right technical expert into client conversations at the right time.
• Ensure clients understand what their service tier includes, and route out-of-scope requests to on-demand hours or scoped projects in partnership with POD Leaders.
• Monitor account health signals such as ticket trends, hours usage, satisfaction feedback, and changes in client leadership, and act early on renewal risk.
• Serve as the escalation point for client concerns about service, working with Managed Services leadership to resolve issues and keeping the client informed with clear, honest updates.
• Coordinate with the Project Management Office on onboarding and project handoffs so new services start smoothly.
• Keep partner contacts informed and aligned on shared accounts sold through our Full Partner and Referral Partner relationships.
• Maintain accurate records of client interactions, opportunities, renewals, and forecasts in Hub Spot.
• Stay current on database and cloud platform trends, such as cloud migration, end of support dates, and AI readiness of the…