Supervisor, Cloud Technical Account Management

Title: Supervisor, Cloud Technical Account Management Location: US (Remote)

The Supervisor, Cloud Technical Account Management owns the growth and performance of Flexential’s Cloud TAM service and leads the team that delivers it, a group of Cloud Technical Account Managers (TAMs) and FTS Cloud Services Engineers. This role runs the Cloud TAM team as a business: partnering closely with Sales to drive bookings and attach the TAM service to new and existing cloud customers, managing the service pipeline, and owning the financial model, dashboards, and reporting that show the service’s revenue, growth, and profitability.

The ideal candidate combines team leadership with strong commercial and financial acumen. They are as comfortable in a sales call or pipeline review as they are leading a customer escalation, and they hold the team accountable for both service quality and business results. The Supervisor reports financial and operational metrics to the Director of FTS on a regular cadence and uses that data to drive pricing, staffing, and growth decisions for the service.

Service Growth & Sales Partnership

• Own the growth of the Cloud TAM service, partnering with Sales leadership, Account Executives, and Customer Success Managers (CSMs) to position and sell the service to new and existing cloud customers.
• Serve as the TAM service expert in the sales cycle by joining customer calls, presenting the service, scoping engagements, and supporting proposals and pricing.
• Develop and deliver sales enablement for the TAM service, including pitch materials, value messaging, qualification criteria, and customer success stories.
• Identify upsell, expansion, and attach opportunities within the existing customer base and work with account teams to close them.
• Drive customer retention and renewals by ensuring every TAM customer can clearly see the value the service delivers.
• Partner with Product and Pricing teams to refine TAM service packaging, pricing, and positioning based on market and customer feedback.

Pipeline, Financial Performance & Reporting

• Track and manage the TAM service pipeline in Salesforce in partnership with Sales, including opportunity stages, forecast accuracy, and win/loss trends.
• Build and maintain a financial model for the Cloud TAM service covering revenue, cost of delivery, team utilization, margin, and profitability by customer.
• Build and maintain reports and dashboards that track pipeline, bookings, recurring revenue, churn, margin, utilization, and customer health.
• Report financial and operational metrics to the Director of FTS on a regular cadence, with clear analysis of trends, risks, and recommended actions.
• Forecast revenue and headcount needs and build business cases for team growth tied to bookings and profitability.
• Use customer-level margin and utilization data to inform pricing, account assignments, and staffing decisions.

Team Leadership & People Management

• Supervise a team of Cloud TAMs and FTS Cloud Services Engineers, providing day-to-day direction, prioritization, and support.
• Conduct regular 1:1s, set clear performance goals tied to service quality and business results, and manage performance reviews.
• Lead recruiting, hiring, and onboarding for the team in partnership with the Director of Manage Services and P&C.
• Coach TAMs and Engineers to identify and surface expansion opportunities and to articulate the value of the service to customers.
• Build individual development plans and drive cross-training between TAMs and Engineers so expertise is shared across the team.

Service Delivery & Escalation Management

• Assign customer accounts and Engineer coverage based on account complexity, technical skill set, profitability, and team capacity.
• Serve as the escalation point for critical customer issues, major incidents, and executive-level concerns.
• Ensure the team consistently delivers high-quality technical reviews, health checks, QBRs, and RCA reviews.
• Carry a limited portfolio of strategic customer accounts as business needs require.
• Define and maintain team standards, playbooks, and processes that allow the service to scale profitably.

Required Qualifications

• 7+ years of experience in technical account management, customer success, solutions engineering, or managed services, including 2+ years of formal or informal leadership of technical or customer-facing teams.
• Proven track record partnering with sales teams to grow a service line or book of business, with measurable results against bookings or revenue targets.
• Experience working with Sales teams to support service growth, customer expansion, and revenue generation.
• Experience with financial reporting, business performance metrics, forecasting, and dashboard development.
• Demonstrated ability to coach, develop, and hold team members accountable while building a positive, high-performing team culture.
• Solid knowledge of cloud infrastructure, virtualization (VMware), networking, storage, and disaster recovery (Zerto, DRaaS), with the technical credibility to position the service and guide the team.
• Excellent written and verbal communication skills with experience presenting to technical, sales, and executive audiences.

Preferred Qualifications

• Experience as a practice lead, service owner, or similar role with accountability for a service line’s revenue or P&L.
• Experience building or scaling a TAM, customer success, or managed services offering.
• Experience developing sales enablement, pricing, or service packaging.
• Experience supporting enterprise customers in a managed services, data center, or cloud provider environment.
• Familiarity with Flexential’s product suite and cloud service offerings.
• Certifications (preferred but not required):
  • ITIL v4 (Service Management)
  • VMware VCP (VMware Certified Professional)
  • AWS Solutions Architect or Azure Administrator

Physical Requirements

• Ability to sit for extended periods of time
• Moderate or advanced keyboard usage
• Limited travel is required

This position has the following safety hazards:

• Ergonomics

Base Pay Range: The annual salary range offered for this position is estimated to be $110,000 - $120,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Variable Pay: Discretionary annual bonus, based on personal and company performance.

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