Supervisor, Cloud Technical Account Management

Flexential Corp.

16h•$110,000 - $120,000•Remote

About The Position

The Supervisor, Cloud Technical Account Management owns the growth and performance of Flexential’s Cloud TAM service and leads a team of Cloud Technical Account Managers (TAMs) and FTS Cloud Services Engineers. The role manages the service as a business, partnering with Sales to drive bookings and attach the service to new and existing cloud customers. It owns the service’s pipeline, financial model, dashboards, and reporting on revenue, growth, and profitability. The position combines team leadership with commercial and financial responsibility. The Supervisor participates in sales calls and pipeline reviews, leads customer escalations, and holds the team accountable for service quality and business results. The role reports financial and operational metrics to the Director of FTS and uses them to guide pricing, staffing, and service growth decisions. It also supports customer retention, oversees delivery standards, and may manage a limited portfolio of strategic customer accounts as business needs require. The position requires 7 or more years of relevant experience, including at least 2 years of formal or informal leadership. The annual base pay range is $110,000–$120,000, with a discretionary annual bonus based on personal and company performance. Limited travel is required. The position is designated #LI-Remote, subject to state employment eligibility requirements; Atlanta-area hires may be required to work onsite at least 30 hours per week depending on business needs and assigned work location.

Requirements

At least 7 years of experience in technical account management, customer success, solutions engineering, or managed services.
At least 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.
Ability to coach, develop, and hold team members accountable while building a positive, high-performing team culture.
Knowledge of cloud infrastructure, VMware virtualization, networking, storage, and disaster recovery (Zerto, DRaaS), with technical credibility to position the service and guide the team.
Excellent written and verbal communication skills, including experience presenting to technical, sales, and executive audiences.
Ability to sit for extended periods.
Moderate or advanced keyboard usage.
Limited travel is required.

Nice To Haves

Experience as a practice lead, service owner, or in a similar role with accountability for service-line 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.
ITIL v4 (Service Management) certification.
VMware VCP (VMware Certified Professional) certification.
AWS Solutions Architect or Azure Administrator certification.

Responsibilities

Own growth of the Cloud TAM service in partnership with Sales leadership, Account Executives, and Customer Success Managers, positioning and selling it to new and existing cloud customers.
Serve as the TAM service expert during sales cycles by joining customer calls, presenting the service, scoping engagements, and supporting proposals and pricing.
Develop and deliver sales enablement materials, including pitch materials, value messaging, qualification criteria, and customer success stories.
Identify upsell, expansion, and service-attachment opportunities in the customer base and work with account teams to close them.
Drive customer retention and renewals by ensuring customers can see the value delivered by the service.
Partner with Product and Pricing teams to refine service packaging, pricing, and positioning using market and customer feedback.
Track and manage the service pipeline in Salesforce, including opportunity stages, forecast accuracy, and win/loss trends.
Build and maintain a financial model covering revenue, delivery costs, team utilization, margin, and profitability by customer.
Build and maintain dashboards and reports tracking pipeline, bookings, recurring revenue, churn, margin, utilization, and customer health.
Regularly report financial and operational metrics to the Director of FTS, analyzing trends and risks and recommending actions.
Forecast revenue and headcount needs and develop 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.
Supervise Cloud TAMs and FTS Cloud Services Engineers, providing day-to-day direction, prioritization, and support.
Conduct regular one-to-ones, set performance goals tied to service quality and business results, and manage performance reviews.
Lead team recruiting, hiring, and onboarding in partnership with the Director of Manage Services and P&C.
Coach TAMs and Engineers to identify expansion opportunities and communicate the service’s value to customers.
Build individual development plans and promote cross-training between TAMs and Engineers.
Assign customer accounts and Engineer coverage based on complexity, technical skills, profitability, and team capacity.
Serve as escalation point for critical customer issues, major incidents, and executive-level concerns.
Ensure delivery of technical reviews, health checks, QBRs, and RCA reviews to a high standard.
Carry a limited portfolio of strategic customer accounts as business needs require.
Define and maintain team standards, playbooks, and processes that support profitable service scaling.