Strategic Account Manager - REMOTE

Fortified Data•Raleigh, NC

10h•Remote

About The Position

Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments. As trusted advisors in database management, administration, and strategic consulting, we partner with clients to design solutions that do not just solve today’s challenges, they scale for tomorrow’s growth. Our team members are empowered to take ownership, contribute ideas, and help shape the future of the company. Working at Fortified Data comes with competitive compensation, comprehensive health benefits, a retirement plan, and the flexibility of a fully remote US-based role while maintaining a healthy work life balance. Fortified Data is an equal opportunity employer. Eligible candidates must provide evidence of legal working status for any employer in the U.S.

Requirements

Five or more years in account management or client success at a managed services provider or comparable recurring service organization, such as managed IT, managed security, managed cloud, or technical support services, owning a portfolio of contracted recurring revenue clients through renewal.
The technical fluency described above, gained through prior work managing or selling database, cloud, infrastructure, or managed services offerings.
Demonstrated success retaining clients through renewal and growing revenue within existing accounts.
Experience leading business reviews and presenting to IT leaders, including IT directors, CIOs, and CTOs.
Understanding of recurring services economics, including how managed services renewals and expansion differ from one-time project sales.
Proficiency with a CRM, preferably HubSpot, and the discipline to keep pipeline and forecast data accurate.
Strong written and verbal communication, with the ability to explain technical topics clearly to non-technical audiences.
Ability to work independently in a remote environment and manage many client relationships at once.
Eligible candidates must provide evidence of legal working status for any employer in the U.S.
If you do not already hold one, we expect you to complete Microsoft Azure Fundamentals (AZ-900) or Azure Data Fundamentals (DP-900) within your first six months. Fortified Data will support that learning.

Nice To Haves

Experience in database services, data platforms, or the Microsoft partner ecosystem.
A current Microsoft certification such as Azure Fundamentals (AZ-900) or Azure Data Fundamentals (DP-900), or a comparable AWS or Google Cloud fundamentals certification.
Prior experience in a technical role, such as support engineer, systems administrator, or database administrator, before moving into account management.
Experience with partner and channel sales models, including systems integrators and technology resellers.
Familiarity with Zendesk, Microsoft Teams, and Slack.
Experience using AI tools to improve client success or sales workflows.
A bachelor’s degree in business, marketing, information technology, or a related field, or equivalent professional experience.

Responsibilities

Own the relationship with a portfolio of Managed Services clients, serving as their primary business point of contact and the person accountable for their overall experience with Fortified Data.
Build a working understanding of each client’s database environment, including the platforms they run, their service coverage, recent incidents, and planned changes, using Zendesk, HubSpot, and regular conversations with the POD team that supports them.
Lead regular business reviews that connect service activity and technical findings to the outcomes clients care about, such as uptime, risk reduction, cost, and readiness for upcoming projects.
Identify and develop expansion opportunities within existing accounts, including upgrades to higher service tiers, additional managed services, Professional Services projects such as migrations, upgrades, and performance work, and Assessments.
Partner with POD Leaders, Professional Services consultants, and the Principal Solutions Architect to turn technical findings into clear proposals, bringing the right technical expert into client conversations at the right time.
Ensure clients understand what their service tier includes, and route out-of-scope requests to on-demand hours or scoped projects in partnership with POD Leaders.
Monitor account health signals such as ticket trends, hours usage, satisfaction feedback, and changes in client leadership, and act early on renewal risk.
Serve as the escalation point for client concerns about service, working with Managed Services leadership to resolve issues and keeping the client informed with clear, honest updates.
Coordinate with the Project Management Office on onboarding and project handoffs so new services start smoothly.
Keep partner contacts informed and aligned on shared accounts sold through our Full Partner and Referral Partner relationships.
Maintain accurate records of client interactions, opportunities, renewals, and forecasts in HubSpot.
Stay current on database and cloud platform trends, such as cloud migration, end of support dates, and AI readiness of the data estate, so you can anticipate what clients will need next.
Use AI tools and automation to improve account research, meeting preparation, and reporting.