Allcloud AWS Customer Success Manager 

United States 

4758350

Summary of Key Responsibilities

• Become the trusted advisor and partner for our key accounts
• Manage the post-sales customer journey for your book of business from Onboarding through Renewal and Advocacy, utilizing a growth-mindset throughout to uncover upsell and cross-sell opportunities.
• Partner closely with the customer executives and key stakeholders to ensure metrics for success are agreed upon and a mutual success plan of action is in place.
• Meet regularly with customers to ensure maximum value of contract is being attained and continually verify and document customer's objectives, requirements, and value that they receive from our service.
• Create key customer deliverables (presentations, executive, business reviews, strategy recommendations, and risk mitigation plans).
• Develop an understanding of each customer’s business and managed services needs’, providing proactive recommendations that support the customer’s roadmap and vision.
• Generate reports related to our managed services offerings providing insight and recommended next steps to maximize the customer’s ROI.
• Strategically manage your portfolio via robust account plans - prioritizing your book of business by renewals, upsell, and risk.
• Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility of the key accounts.
• Identify root causes of customer churn and possible client dissatisfaction and engage appropriate team members from cross-functional teams to help address underlying causes of churn and dissatisfaction.
• Clearly demonstrate your understanding of AllCloud pricing, administrative procedures, and organization to effectively answer customers’ questions in a timely fashion.
• Maintain a current understanding of AllCloud competitor offerings (i.e., price, offerings, service, or solution) so that you can effectively communicate the advantages.
• Meet or exceed monthly and annual revenue objectives.

Requirements

• BS/BA or equivalent
• 3-5 years of AWS Technical Knowledge
• 5+ years of proven customer success management experience or relevant industry experience. Work experience in the managed services professional environment is desirable.
• Must demonstrate strong persuasion skills to influence colleagues and customers and thrive in high-impact situations.
• Strong oral and written communication skills as well as presentation skills.
• Excellent organizational skills and you are able to conscientiously manage and follow up on multiple concurrent tasks.
• Ability to take ownership of complex customers and mediate between competing interests and personalities to improve customer satisfaction and drive growth.
• Must have the ability to quickly develop an in-depth understanding of AllCloud offerings and services and how they apply to the customer’s needs.
• Demonstrate outstanding networking capabilities and exhibit a professional demeanor, business maturity, and technical knowledge.
• This position requires travel which includes overnight travel about 10% of the time.

Pluses

• AWS Cloud Certification