Staff Technical Account Manager

Boston, MA · Remotefull timeRemote

Apply on Employer Site

senior

$150k–$170k

H1B: no

CloudZero The Staff Technical Account Manager at CloudZero provides strategic customer support by analyzing cost intelligence and advising on AI ROI journeys. This role manages customer onboarding, mentors TAMs, builds strategic relationships, and drives customer success through data-driven insights and technical solutions.

Responsibilities

Ongoing strategic customer segment onboarding and implementation initiatives, including addressing ad hoc requests
Mentor, coach and train fellow TAMs on continuous improvement and enablement
Form and maintain strong strategic relationships across key customer personas; Provide leadership and domain expertise in gaining credibility across senior management
Communicate value and monitor performance metrics/KPIs to include conducting periodic executive business reviews
Be the Customer Success ambassador for the product, engineering and go-to-market teams; work within CS team and cross-functionally in driving initiatives, innovation, idea sharing, and insights representing the customer voice
Introduce new products/features and champion the business outcomes process with the customer
Solve complex customer/vendor issues and proactively prevent negative service trends.
Build and monitor customer adoption metrics to drive best in class NPS
Support retention and expansion for the strategic customer segment (Customers above $300k ARR)
Develop, modify and maintain the operational and design effectiveness of internal customer controls
Develop repeatable and scalable technical solutions that can be converted into a playbook or a runbook based on a variety of factors such as customer size, roadmap, and requirements
Lead joint success planning workshops, analysis, testing, and support for internal initiatives, projects, and products designed to enhance company tools (e.g CZOPS) and other capabilities

Qualification

Ability to train and mentor othersDevelopedAWS Solution ArchitectGoogle Cloud Digital LeaderGoogle Associate Cloud EngineerAzure Cost ModuleHold at least one AWSIntroduction to FinOpsFOCUS Certification

Required

7+ years of experience consulting on AWS, GCP, and/or Azure services/solutions.
7+ years of experience in a Technical Account Manager, DevOps, or related role within a B2B SaaS tech environment.
Ability to execute in a fast-paced and transformative workplace.
Positive attitude with passion for growing, coaching others, and feedback.
Highly collaborative with the ability to educate and influence others at all levels.
Ability to train and mentor others.
Developed, documented and/or communicated financial analysis and optimization recommendations for cloud services with both tech and finance teams.
Expertise in understanding spend/resource reservations across the various clouds.
Expertise in understanding the benefits (and limitations) of tagging/labeling and can consult with customers on tagging strategies.
Strong passion for data and ability to help customers achieve better outcomes by leveraging their own data.
Ability to analyze complex datasets in Excel using advanced concepts such as v-lookups, index matches, named ranges, and pivot tables.
Experience building BI dashboards (Quicksight, Looker, Domo, Tableau, etc.).