Account Manager

Job Description

Job Description

CloudFirst 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 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.

CloudFirst 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 HYBRID POSITION BASED IN OUR MELVILLE, NY office. 

Position Summary : 

The Account Manager (AM) is responsible for the day-to-day management, retention, and growth of a large base of SMB CloudFirst accounts. This is an inside role that blends traditional account management with customer success: the AM serves as the primary point of contact for renewals, upsell and cross sell opportunities, and ongoing account health for their book. The AM is accountable for maintaining 100% net revenue retention (NRR) across their assigned accounts while driving a monthly quota of $3,000 in net new monthly recurring revenue (MRR) growth.

Responsibilities :

• Own and manage a large base of SMB CloudFirst accounts, serving as the primary point of contact for day-to-day account needs
• Maintain 100% net revenue retention (NRR) across the assigned book, proactively identifying and resolving at risk accounts before they churn
• Drive consistent month over month growth in the assigned book, working toward a monthly quota of $3,000 in net new MRR through upsell, cross sell, and expansion opportunities
• Conduct regular proactive outreach (calls, emails, check ins) to maintain strong customer relationships and surface emerging needs
• Manage the renewal process for assigned accounts, including preparing terms and securing signed renewals ahead of contract expiration
• Identify and qualify upsell and cross sell opportunities, partnering with Solutions Architects and technical presales resources to scope and quote additional services
• Maintain accurate, up to date records in Salesforce, including account notes, next steps, opportunity pipeline, and forecast
• Serve as an internal advocate for assigned customers, coordinating with Service Delivery, Support, and other internal teams to resolve issues and ensure a positive customer experience
• Monitor account health indicators, such as usage, satisfaction, and support ticket trends, and escalate risk proactively
• Prepare and deliver periodic account check ins for key accounts within the assigned book
• Collaborate with the Channel and Partner teams on partner sourced accounts within the book
• Meet or exceed assigned monthly and quarterly quota targets for MRR growth and NRR retention

Compensation & Work Schedule :

• Base salary: $60,000
• On target earnings (OTE): $80,000, base plus incentive compensation tied to monthly net new MRR growth and NRR retention targets
• Schedule: hybrid, three days per week in the Melville, NY office and two days remote
• Full time, benefits eligible position

Education & Experience :

• Bachelor's degree preferred but not required
• 2 to 5 years of experience in account management, customer success, inside sales, or a similar client facing role
• Prior experience in a technology, MSP, or SaaS environment preferred
• Experience using a CRM platform, Salesforce preferred, to manage a book of accounts

Required Skills & Competencies :

• Strong relationship building and consultative communication skills
• Comfortable managing a high volume, transactional book of accounts with competing priorities
• Detail oriented with strong organizational and time management skills
• Proactive, self-starter mindset with a customer first approach
• Ability to identify and articulate upsell and cross sell opportunities
• Resilience and adaptability in a fast paced, growth-oriented environment
• Basic technical aptitude and willingness to learn CloudFirst's cloud and managed services offerings

Alignment with CloudFirst Values:

At CloudFirst, how we work is just as important as what we deliver. Team members are expected to align their approach to work with CloudFirst’s core values, including:

Customer Focus : We are customer-centric in everything we do. Placing our clients at the heart of every decision.

Will-Do Attitude : We embody a Will-Do Attitude. Approaching every challenge as an opportunity to show value to our clients.

Collaboration : Collaboration defines how we work. We are team players committed to working together with responsiveness, support, and a shared purpose.