Own a portfolio of 15-25 customer accounts and serve as their primary point of contact for all platform, technical, and relationship matters
Run high-cadence customer syncs: weekly calls with high-touch accounts and monthly syncs with the broader portfolio, with structured agendas, notes, and tracked action items
Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production
Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior
Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance
Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach
Maintain accurate, current account health tracking in CRM after every meaningful interaction: open items, sentiment, risk flags, and next steps
Perform quarterly business reviews (Kion Objective Reviews / KORs) covering platform utilization, ROI, and forward-looking recommendations
Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not
Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency
Attend and contribute to internal rhythms: weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs
Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs
Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions
Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions

Requirements

Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own
Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts
Exceptional written and verbal communication skills; you calibrate your message to the audience, from cloud engineer to executive sponsor
Strong organizational skills; you manage a complex, multi-account book without letting commitments slip or customers wonder where things stand
Ability to interpret platform data and metrics to diagnose issues, identify adoption gaps, and drive decision-making
Bachelor's degree in a relevant field or equivalent practical experience.

Benefits

Remote-first culture: Work anywhere in the U.S. with flexible hours.
Inclusive environment: We value diverse perspectives and believe great ideas come from everywhere.
Excellent compensation and high-quality benefits: including multiple medical plan options to fit your needs and budget, Unlimited PTO, and 3% of direct compensation contribution to your 401(k) (no match required).
Growth opportunities: Build cutting-edge cloud solutions with room to explore new technologies and career paths.
Mission-driven work: Help organizations simplify and secure their cloud operations at scale.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud infrastructureAWSAzureGCPIAMmulti-account governancecompliance frameworkscloud cost managementdata interpretationmetrics analysis

Soft Skills

relationship managementcommunication skillsorganizational skillstrust buildingtechnical credibilityproblem-solvingfollow-throughcustomer advocacyproactive outreachcollaboration