Sr. Account Manager

Cloud First 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.

Cloud First 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.

The Sr. Account Manager (Sr. AM) owns Cloud First’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.

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 Cloud First does not yet support, and building relationships with the people who own them
• Introduce customers to the full Cloud First portfolio where it fits, including IBM Power (IBM i and AIX), x86 and open virtualization, private and hybrid cloud, Microsoft cloud, data protection and disaster recovery, and managed security services
• Partner with Solution Architects to scope and quote new services, and own the commercial process through signature
• Generate referrals from satisfied customers, and work with Marketing to develop customer references and case studies
• Co-sell with Cloud First’s technology and channel partners where applicable, coordinating with the Channel and Partner teams on joint and partner-sourced opportunities
• Find new ways to grow the business, such as repeatable expansion plays or common gaps across customer environments, and share them, along with customer feedback and competitive intelligence, with Account Management, Sales,…