Note: The job is a remote job and is open to candidates in USA. CloudFirst is hiring a Senior Account Manager to own relationships across a portfolio of strategic accounts. The role is responsible for retaining revenue and growing accounts through consultative selling, renewals, service expansion, and collaboration with solution, delivery, and partner teams.

Responsibilities

• 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
• 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
• 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

Skills

• 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
• 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
• Self-directed and able to deliver consistent results in a remote role
• Bachelor's degree preferred but not required
• Experience co-selling with technology vendors or channel partners preferred
• Advanced Salesforce experience managing accounts, pipeline, and forecast strongly preferred
• Familiarity with IBM Power (IBM i, AIX) or Microsoft cloud is a strong 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
• MEDDPICC experience a plus

Benefits

• Comprehensive health benefits package
• 4% 401(k) company match with immediate vesting
• Flexible Time Off (FTO) program
• Remote position
• Incentive compensation tied to monthly net new MRR and NRR targets

Company Overview