Cloud Customer Success Manager - 100% Remote US Only

Blue Mantis

99d

About The Position

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners. We are seeking an experienced Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be a subject matter expert on cloud billing & licensing models and capable of resolving complex customer requests or complaints. They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.

Requirements

• 5+ years of experience as a customer success manager supporting customers with AWS/Azure/Office365 environments.
• Experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment.
• BS Degree in Business or a Technology related field; graduate degree appreciated.
• Previous experience optimizing workflows and implementing process improvement.
• Superior technical and business problem-solving skills and judgement.
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers at all technical levels.
• Ability to prioritize and manage competing demands.
• Experience working with Clients on business solutions.
• Either possess or be willing to achieve FinOps, AWS and Azure certifications.
• Either possess two years’ prior experience with public cloud billing and licensing models or be willing to learn.
• Either possess prior experience working in the AWS Management Console and Azure Portal or similar Cloud Portals & Consoles or be willing to train.

Responsibilities

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities.
• Manage a small team of Customer Success Account Managers (CSAMs).
• Collaborate with peers, managers, and direct reports to steer our CSP operations.
• Act as liaison between customer, company and 3rd party vendors, managing/escalating issues from report to resolution.
• Maintain task lists and follow up on tasks to ensure nothing is lost.
• Build and maintain a trusted advisor relationship with our customers.
• Maintain well documented checklists, procedures, processes, and policies to allow for compliant, best-practice, deployment of cloud resources.
• Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1-10 employees