Staff Technical Account Manager

Staff Technical Account ManagerAs 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 requestsMentor, coach and train fellow TAMs on continuous improvement and enablementForm and maintain strong strategic relationships across key customer personas; Provide leadership and domain expertise in gaining credibility across senior managementCommunicate value and monitor performance metrics/KPIs to include conducting periodic executive business reviewsBe 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 voiceIntroduce new products/features and champion the business outcomes process with the customerSolve complex customer/vendor issues and proactively prevent negative service trends.Build and monitor customer adoption metrics to drive best in class NPSSupport retention and expansion for the strategic customer segment (Customers above $300k ARR)Develop, modify and maintain the operational and design effectiveness of internal customer controlsDevelop 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 requirementsLead joint success planning workshops, analysis, testing, and support for internal initiatives, projects, and products designed to enhance company tools (e.g CZOPS) and other capabilitiesCreate and maintain standards for data analysis, presentations, and explanations that are clear and concise for both internal and external stakeholdersQualifications: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 SQLPreferred Certifications:AWS Solution ArchitectGoogle Cloud Digital LeaderGoogle Associate Cloud EngineerAzure AZ-900Azure Cost ModuleHold at least one AWS, GCP and/or Azure certificationIntroduction to FinOpsFinOps Practitioner / Engineer CertificationsFOCUS CertificationAWS Cloud PractitionerAbout CloudZeroCloudZero is the AI ROI Company. We built the financial control plane for AI: the system finance, IT, and engineering use to connect every AI dollar to the outcome it produced. Across every provider. In real time.AI spend is the fastest-growing line on enterprise P&Ls and the least understood. Only 14% of CFOs can prove AI ROI today. CloudZero answers the question no one else can: what did it cost to produce this outcome, for this customer, on this model.The largest cloud spenders on the planet already run on CloudZero, including Coinbase, Duolingo, DoorDash, and Shutterstock. We processed 14 trillion billing events in the last twelve months. We're the first listed partner on Anthropic's cost and usage API. We've raised over $119 million, including a$56 million Series C backed by leading venture capital firms.Why Join Our Team? At CloudZero, you’ll find a collaborative, fast-moving environment where your work makes a direct impact. We’re a team that values ownership, creativity, and curiosity — and we’re tackling some of the most complex challenges in the cloud space. If you’re excited by working with cutting-edge technology, driving meaningful outcomes, and growing with a company that’s scaling fast, we’d love to hear from you!Compensation Range: $150K - $170KLocationBoston, MA; San Francisco, CAAddressBoston, MAEmployment TypeFull timeLocation TypeHybridDepartmentCustomer SuccessTechnical Account ManagementCompensation$150K – $170K • Offers Equity • Offers Commission