Staff Technical Account Manager

Staff Technical Account Manager

As a Staff Technical Account Manager, you will apply both of your passions - data analysis and empowering customers - to work every day. You will work directly with customers to provide cost intelligence observations, facilitate conversations around causes/solutions to cost growth, and help advise and consult them on their unique cost intelligence and AI ROI journey. These strategic conversations can cover a vast range of topics such as resource usage with engineering, tagging strategies with operations, COGS with finance, or unit cost trends with an executive audience...all in tandem! In this position, you bring your technical account management expertise, high critical and strategic thinking skills, and exceptional customer-orientation and relationship building to provide a memorable and long-lasting customer experience.

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
• Create and maintain standards for data analysis, presentations, and explanations that are clear and concise for both internal and external stakeholders

Qualifications:

• 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.).
• Expert in authoring SQL

Preferred Certifications:

• AWS Solution Architect
• Google Cloud Digital Leader
• Google Associate Cloud Engineer
• Azure AZ-900
• Azure Cost Module
• Hold at least one AWS, GCP and/or Azure certification
• Introduction to FinOps
• FinOps Practitioner / Engineer Certifications
• FOCUS Certification
• AWS Cloud Practitioner