Sr. 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 Senior 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 REMOTE POSITION.

Position Summary: 

The Sr. Account Manager (Sr. AM) owns CloudFirst's relationships with a portfolio of approximately 50-75 strategic accounts. The Sr. AM is accountable for two separate targets: maintaining 100% net revenue retention (NRR) across the portfolio, and adding $5,000 in net new monthly recurring revenue (MRR) each month on top of that through upsell, cross sell, account expansion, deeper account penetration, referrals, and partner opportunities.

This is a consultative, relationship-led role. The Sr. AM learns each customer's business and infrastructure well enough to anticipate what they will need next, and brings in Solution Architecture, Service Delivery, and partner resources to deliver it.

Key Responsibilities:

Strategic account ownership

• Serve as the primary relationship owner and escalation point for each account in the portfolio
• Maintain a written plan for each account covering business objectives, current services, decision makers, renewal dates, risks, and growth opportunities, reviewed at least quarterly
• Build relationships at every level of each account, including executive sponsors such as the CIO and CFO, so no account depends on a single contact
• Lead quarterly business reviews (QBRs) covering service performance, account health, and upcoming needs, tied to the customer's business goals
• Manage renewals well ahead of expiration, from terms through signature, and use each renewal to review service fit and introduce additional services

Retention and account health

• Maintain 100% NRR by monitoring account health (service usage, satisfaction, support ticket trends, and executive engagement) and acting on risk early
• Lead recovery plans for at-risk accounts with Service Delivery, Support, Solution Architecture, and Finance, and follow through on every commitment made to the customer

Growth and expansion

• Deliver $5,000 in net new MRR each month, separate from the NRR target, through upsell, cross sell, and expansion of existing services
• Increase account penetration by identifying divisions, sites, subsidiaries, and workloads CloudFirst does not yet support, and building relationships with the people who own them
• Introduce customers to the full CloudFirst portfolio where it fits, including IBM Power (IBM i and AIX), x86 and open virtualization, private and hybrid cloud, Microsoft cloud, data protection and disaster recovery, and managed security services
• Partner with Solution Architects to scope and quote new services, and own the commercial process through signature
• Generate referrals from satisfied customers, and work with Marketing to develop customer references and case studies
• Co-sell with CloudFirst's technology and channel partners where applicable, coordinating with the Channel and Partner teams on joint and partner-sourced opportunities
• Find new ways to grow the business, such as repeatable expansion plays or common gaps across customer environments, and share them, along with customer feedback and competitive intelligence, with Account Management, Sales, and Marketing leadership
• Maintain an accurate pipeline and a reliable monthly and quarterly forecast in Salesforce

Compensation & Work Schedule:

• Base salary: $90,000-$125,000
• On target earnings (OTE): $150,000-$200,000+, base plus incentive compensation tied to monthly net new MRR and NRR targets
• Travel: Approx 20% for customer meetings, QBRs, and partner events as needed
• Full time, benefits eligible position

Education & Experience:

• Bachelor's degree preferred but not required
• 5 or more years in account management, customer success, or B2B sales, including at least 3 years managing a quota-carrying portfolio of strategic or mid-market accounts with a record of meeting or exceeding targets
• Experience in a managed services, cloud, MSP, or IT infrastructure environment required
• Experience co-selling with technology vendors or channel partners preferred
• Advanced Salesforce experience managing accounts, pipeline, and forecast strongly preferred. MEDDPICC experience a plus
• Experience using AI tools for account research, meeting preparation, and pipeline analysis, and discussing AI adoption and its infrastructure requirements with customers, a plus

Required Skills & Competencies:

• Strong ownership of retention and growth results: identifies problems early, drives them to resolution, and delivers on commitments
• Consultative selling skills and sound business judgment: able to understand a customer's business and infrastructure, connect it to the right CloudFirst services, and build a business case executives will approve
• Executive presence and strong negotiation skills with C-level and senior IT leaders on renewals, multi-year agreements, and expansions
• Organized and disciplined across complex accounts with long sales cycles and multiple contacts
• Working knowledge of cloud infrastructure, data protection, disaster recovery, and security. Familiarity with IBM Power (IBM i, AIX) or Microsoft cloud is a strong plus
• Self-directed and able to deliver consistent results in a remote role

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.

Equal Employment Opportunity Statement:

CloudFirst is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.