Job
Description
Responsibilities Own strategic customer relationship with high value accounts, ensuring continuous engagement, statisfaction & retention. Lead high-impact QBRs/MBRs with executive stakeholders, showcasing delivered value and cost optimization impact. Lead renewal conversations and contract discussions, working cross-functionally to propose pricing models, discount structures, or account transitions as needed. Liaise with AWS account teams for escalations, commercial adjustments (e.g., RI conversions, refund cases), and joint go-to-market opportunities. Mentor Leads and Associate Leads, helping them grow into strategic roles while setting the standard for customer engagement quality and process excellence. Act as a process anchor, contributing to the creation of QBR templates, onboarding frameworks, anomaly management SOPs, and strategic account playbooks. Collaborate with the marketing and product teams to ensure customer voices are showcased appropriately. Lead discussions around custom reporting requirements for strategic accounts, including multi-account views, tagging-based breakdowns, and business-specific formats. Qualifications and Skills: 11+ years of experience in customer service, account management (or) cloud consulting. Experience working in a cloud consulting, AWS partner, or MSP is a plus. Strong stakeholder management and communication. Comfortable with ambiguity, works across functions seamlessly. Excellent communication, presentation, and relationship-building skills. Ability to analyze customer needs, develop strategies, and drive outcomes. Strong problem-solving skills with a proactive and customer-first mindset.
