Nexcess

Team Lead

• Own the cohort's revenue, churn/expansion, and NRR targets end to end
• Build and adjust the cohort's go-to-market motion with Marketing and Product
• Report cohort performance and business results
• Direct and develop AE, CSM, SE, and SME resources assigned to the cohort
• Establish pipeline reviews, account health reviews, and escalation paths
• Build teams through hiring, onboarding, and coaching where needed
• Drive proactive account management and address issues before they become support tickets
• Own annual-contract and roadmap conversations for highest-value relationships
• Translate cohort brand positioning into customer conversations
• Proactively obtain needed support from Marketing, Product, and Support
• Represent the cohort in Digital Cloud product and marketing planning
• Reduce churn and improve cohort NRR
• Decrease support ticket volume per account through proactive account management
• Increase the percentage of customers on annual contracts
• Maintain current views of top accounts by risk and expansion opportunity

Team Lead, Digital Cloud

Solutions Engineer

• Lead technical discovery sessions to understand customer objectives, requirements, and infrastructure challenges
• Design end-to-end solutions across cloud, hybrid, on-premises, and bare-metal environments
• Partner with Sales throughout pre-sales, including onboarding, scoping, RFP/RFI responses, and technical estimation
• Deliver technical presentations, product demonstrations, workshops, and solution overviews
• Develop architecture documentation, technical diagrams, cost estimates, and TCO models
• Provide customer feedback and recommend product enhancements to Product Management
• Coordinate with vendors, supply chain teams, and internal stakeholders on hardware availability and deployment timelines
• Stay current on infrastructure technologies, hosting platforms, cloud services, and industry trends
• Build trusted customer relationships as the primary technical advisor
• Collaborate with Engineering, Product, and Operations to ensure solutions are technically sound and operationally feasible
• Manage multiple sales opportunities simultaneously while maintaining customer engagement
• Perform other duties as assigned

Solutions Architect

Account Manager

• Serve as the single, named point of contact for an assigned set of accounts
• Run proactive check-ins, QBRs, and roadmap conversations
• Build account-level business understanding to identify risk and opportunities
• Triage incoming issues and engage Solutions Architects and Tier 2/3 Support resources
• Own customer communication, including status, timelines, and follow-up
• Track recurring or systemic issues and feed them into product discussions
• Own upsell, cross-sell, and annual-contract conversion within the assigned book
• Articulate the product roadmap to customers and connect it to their objectives
• Maintain account notes and context for seamless pod continuity
• Participate in shared pod knowledge-sharing
• Feed customer product issues and opportunities into product discussions
• Partner with the Team Lead on strategic accounts while retaining day-to-day account ownership
• Collaborate with Account Executives on new-logo acquisition
• Assume ownership of customer relationships after the initial sale
• Identify and manage expansion opportunities within the existing customer base
• Engage Solutions Architects and Business Unit-aligned Tier 2 and Tier 3 Support teams as needed
• Perform other duties as assigned

Team Lead, Digital Cloud

Solutions Architect

Account Manager, Digital Cloud