Supervisor, Cloud Technical Account Management

Accountabilities

• Lead the growth and commercial performance of the Cloud Technical Account Management service, partnering with sales leadership, account executives, and customer success managers to position the offering for new and existing cloud customers.

• Act as the subject matter expert for the TAM service during sales engagements, participating in customer calls, presenting service capabilities, scoping requirements, and supporting proposals and pricing discussions.

• Develop sales enablement materials, including pitch decks, value propositions, qualification criteria, and customer success stories, to strengthen sales effectiveness.

• Identify and advance upsell, cross-sell, expansion, and service attachment opportunities across the existing customer base.

• Support customer retention and renewals by ensuring customers understand the value and business impact of the service.

• Collaborate with Product and Pricing teams to refine service packaging, pricing structures, and market positioning using customer feedback and commercial insights.

• Manage the service sales pipeline in Salesforce, monitoring opportunity stages, forecast accuracy, bookings, and win/loss trends in partnership with sales teams.

• Build and maintain a financial model covering service revenue, delivery costs, team utilization, customer-level margins, and overall profitability.

• Develop dashboards and reporting processes to track pipeline, bookings, recurring revenue, churn, utilization, customer health, and financial performance.

• Provide regular financial and operational updates to the Director of FTS, highlighting trends, risks, business performance, and recommended actions.

• Forecast revenue and staffing requirements and prepare business cases for team expansion based on bookings, utilization, and profitability.

• Use customer-level financial and utilization data to guide pricing decisions, account assignments, staffing levels, and resource allocation.

• Supervise Cloud Technical Account Managers and cloud services engineers, providing daily direction, prioritization, coaching, and operational support.

• Conduct regular one-on-one meetings, establish clear performance objectives, lead performance reviews, and maintain accountability for service quality and commercial outcomes.

• Lead recruitment, hiring, and onboarding in collaboration with the Director of Managed Services and People and Culture teams.

• Coach team members to recognize expansion opportunities, communicate service value effectively, and contribute to account growth.

• Develop individual growth plans and promote cross-training between account managers and engineers to strengthen shared expertise and team flexibility.

• Allocate customer accounts and engineering resources based on technical requirements, account complexity, profitability, skill sets, and available capacity.

• Act as the escalation point for critical customer issues, major incidents, and executive-level concerns.

• Ensure consistent delivery of technical reviews, customer health checks, quarterly business reviews (QBRs), and root cause analysis (RCA) reviews.

• Manage a limited portfolio of strategic customer accounts when business needs require direct involvement.

• Establish and maintain operational standards, service playbooks, and repeatable processes that support scalable, profitable service delivery.

Requirements:

• At least 7 years of experience in technical account management, customer success, solutions engineering, or managed services.

• At least 2 years of formal or informal leadership experience overseeing technical or customer-facing teams.

• Demonstrated success partnering with sales teams to grow a service line or book of business, with measurable results against revenue or bookings targets.

• Experience supporting sales activities, developing customer expansion opportunities, and contributing directly to revenue generation.

• Strong financial and commercial acumen, including experience with financial reporting, forecasting, business performance metrics, and dashboard development.

• Proven ability to coach, develop, and hold team members accountable while fostering a collaborative, high-performing culture.

• Solid technical knowledge of cloud infrastructure, virtualization technologies such as VMware, networking, storage, and disaster recovery solutions, including Zerto and Disaster Recovery as a Service (DRaaS).

• Ability to communicate technical service capabilities and business value to customers, sales teams, engineers, and executive stakeholders.

• Excellent written and verbal communication skills, with experience presenting to technical, commercial, and senior leadership audiences.

• Strong analytical, organizational, and problem-solving abilities, with the capacity to balance customer needs, team performance, and financial outcomes.

• Preferred: Experience as a practice lead, service owner, or equivalent role with responsibility for service-line revenue or profit and loss (P&L).

• Preferred: Experience building, launching, or scaling a technical account management, customer success, or managed services offering.

• Preferred: Experience developing sales enablement resources, service packaging, or pricing strategies.

• Preferred: Experience supporting enterprise customers in managed services, data center, or cloud provider environments.

• Preferred: Familiarity with the relevant cloud service portfolio and related infrastructure offerings.

• Preferred certifications: ITIL v4 Service Management, VMware Certified Professional (VCP), AWS Solutions Architect, or Azure Administrator.

• Ability to sit for extended periods and perform moderate to advanced keyboard-based work.

• Willingness to undertake limited travel as required.

• Must be legally authorized to work in the United States and reside in a state where the employer is authorized to employ staff. The role is not available to candidates residing or working in Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, or Washington, D.C. State eligibility may change according to business and regulatory requirements.

Benefits:

• Base salary: Estimated annual range of $110,000–$120,000, depending on experience, location, and qualifications.

• Performance bonus: Discretionary annual bonus based on individual and company performance.

• Healthcare coverage: Medical, telehealth, dental, and vision benefits.

• Retirement savings: 401(k) plan.

• Health spending options: Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• Insurance protection: Life insurance, accidental death and dismemberment (AD&D), and short- and long-term disability coverage.

• Paid time off: Flexible paid time off (PTO) and leave-of-absence programs.

• Employee support: Employee Assistance Program and wellness initiatives.

• Recognition: Rewards and recognition programs.

• Remote work: Remote opportunity for eligible U.S.-based employees, subject to state employment restrictions and applicable role requirements.

• Professional impact: The opportunity to shape a cloud services offering, lead a technical team, and influence service growth, customer outcomes, and financial performance.