Cloud Customer Success Manager - Remote US Only

About the position

We are seeking an experienced Cloud Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be conversant on cloud billing & licensing models and capable of resolving complex customer requests or complaints. They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.

Responsibilities

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities.
• Collaborate with peers and managers to steer our CSP operations.
• Act as liaison between customer, company and 3rd party vendors, managing/escalating tickets and tasks from report to resolution.
• Build and maintain a trusted advisor relationship with our customers.
• Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources.
• Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction.
• Own the post-sales relationship.

Requirements

• 1-2 years experience as a Customer Success Manager or similar role.
• Experience as a Consultant, Business Development Representative, Business Analyst or similar role.
• Either possess or be willing to obtain FinOps Practitioner Certification.
• BS Degree in Business or a Technology related field; graduate degree appreciated.
• Experience optimizing workflows and implementing process improvement.
• Technical and business problem-solving skills and judgement.
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers at all technical levels.
• Ability to prioritize and manage competing demands.
• Experience working with Clients on business solutions.
• Either possess one year of prior experience with public cloud billing and licensing models or be willing to learn.
• Either possess one year of prior experience in the AWS Management Console and Azure Portal or similar Cloud Portals or be willing to learn.