Customer Success Manager
Chainalysis
Cloud Customer Success Manager
Blue Mantis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloud
About the role
- Build and maintain a customer-obsessed Cloud Solution Partner (CSP) program and act as subject matter expert on cloud billing and licensing models.
- Resolve complex customer requests or complaints and apply best-practice processes for onboarding, provisioning, tools, reporting and escalations.
- Conduct customer business reviews focused on cloud utilization and identifying cost optimization opportunities.
- Manage a small team of Customer Success Account Managers (CSAMs).
- Collaborate with peers, managers, and direct reports to steer CSP operations.
- Act as liaison between customer, company and 3rd party vendors, managing and escalating issues from report to resolution.
- Maintain task lists and follow up to ensure nothing is lost.
- Build and maintain trusted advisor relationships with customers.
- Maintain well documented checklists, procedures, processes, and policies for compliant, best-practice deployment of cloud resources.
- Define, measure and monitor KPIs and SLAs to drive high customer satisfaction.
Requirements
- 5+ years of experience as a customer success manager supporting customers with AWS/Azure/Office365.
- 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 be willing to train.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
cloud billinglicensing modelsAWSAzureOffice365process improvementKPISLAworkflow optimizationpublic cloud
Soft skills
customer success managementleadershipmentoringcoachingpresentation skillsinterpersonal skillsproblem-solvingprioritizationrelationship buildingteam motivation
Certifications
FinOpsAWS certificationAzure certification
