Account Manager

Performive LLC•Town of Huntington, NY

11d•$58,000 - $60,000•Hybrid

About The Position

CloudFirst is a leading managed cloud, cybersecurity, and infrastructure services provider focused on helping midsize enterprises modernize operations, improve resiliency, and accelerate business growth. This is an exciting opportunity for an experienced Account Manager to join a growing and scaling organization where your contributions will have a direct impact on the success of the business. You’ll join an engaged, collaborative team of professionals and a values-driven culture that rewards initiative, accountability, and results. CloudFirst offers a comprehensive health benefits package, including a 4% 401(k) company match with immediate vesting and a Flexible Time Off (FTO) program. THIS IS A HYBRID POSITION BASED IN OUR MELVILLE, NY office. Position Summary: The Account Manager (AM) is responsible for the day-to-day management, retention, and growth of a large base of SMB CloudFirst accounts. This is an inside role that blends traditional account management with customer success: the AM serves as the primary point of contact for renewals, upsell and cross sell opportunities, and ongoing account health for their book. The AM is accountable for maintaining 100% net revenue retention (NRR) across their assigned accounts while driving a monthly quota of $3,000 in net new monthly recurring revenue (MRR) growth.

Requirements

Bachelor's degree preferred but not required
2 to 5 years of experience in account management, customer success, inside sales, or a similar client facing role
Prior experience in a technology, MSP, or SaaS environment preferred
Experience using a CRM platform, Salesforce preferred, to manage a book of accounts
Strong relationship building and consultative communication skills
Comfortable managing a high volume, transactional book of accounts with competing priorities
Detail oriented with strong organizational and time management skills
Proactive, self-starter mindset with a customer first approach
Ability to identify and articulate upsell and cross sell opportunities
Resilience and adaptability in a fast paced, growth-oriented environment
Basic technical aptitude and willingness to learn CloudFirst's cloud and managed services offerings

Responsibilities

Own and manage a large base of SMB CloudFirst accounts, serving as the primary point of contact for day-to-day account needs
Maintain 100% net revenue retention (NRR) across the assigned book, proactively identifying and resolving at risk accounts before they churn
Drive consistent month over month growth in the assigned book, working toward a monthly quota of $3,000 in net new MRR through upsell, cross sell, and expansion opportunities
Conduct regular proactive outreach (calls, emails, check ins) to maintain strong customer relationships and surface emerging needs
Manage the renewal process for assigned accounts, including preparing terms and securing signed renewals ahead of contract expiration
Identify and qualify upsell and cross sell opportunities, partnering with Solutions Architects and technical presales resources to scope and quote additional services
Maintain accurate, up to date records in Salesforce, including account notes, next steps, opportunity pipeline, and forecast
Serve as an internal advocate for assigned customers, coordinating with Service Delivery, Support, and other internal teams to resolve issues and ensure a positive customer experience
Monitor account health indicators, such as usage, satisfaction, and support ticket trends, and escalate risk proactively
Prepare and deliver periodic account check ins for key accounts within the assigned book
Collaborate with the Channel and Partner teams on partner sourced accounts within the book
Meet or exceed assigned monthly and quarterly quota targets for MRR growth and NRR retention