Staff FinOps Account Manager

Role Overview

• Ongoing strategic customer segment onboarding and implementation initiatives, including addressing ad hoc requests
• Mentor, coach and train fellow FAMs on continuous improvement and enablement
• Form and maintain strong strategic relationships across key customer personas; Provide leadership and domain expertise in gaining credibility across senior management
• Communicate value and monitor performance metrics/KPIs to include conducting periodic executive business reviews
• Be the Customer Success ambassador for the product, engineering and go-to-market teams; work within CS team and cross-functionally in driving initiatives, innovation, idea sharing, and insights representing the customer voice
• Introduce new products/features and champion the business outcomes process with the customer
• Solve complex customer/vendor issues and proactively prevent negative service trends.
• Build and monitor customer adoption metrics to drive best in class NPS
• Support retention and expansion for the strategic customer segment (Customers above $300k ARR)
• Develop, modify and maintain the operational and design effectiveness of internal customer controls
• Develop repeatable and scalable technical solutions that can be converted into a playbook or a runbook based on a variety of factors such as customer size, roadmap, and requirements
• Lead joint success planning workshops, analysis, testing, and support for internal initiatives, projects, and products designed to enhance company tools (e.g CZOPS) and other capabilities
• Create and maintain standards for data analysis, presentations, and explanations that are clear and concise for both internal and external stakeholders

Requirements

• 7+ years of experience consulting on AWS, GCP, and/or Azure services/solutions.
• 7+ years of experience in a Customer Success Manager, FinOps Account Manager or related role.
• Ability to execute in a high velocity, transformative, B2B SaaS tech environment.
• Positive attitude with passion for growing, coaching others, and feedback.
• Highly collaborative, ability to create lasting partnerships with R&D and GTM.
• Ability to train and mentor others.
• Developed, documented and/or communicated financial analysis and optimization recommendations for cloud services with both tech and finance teams.
• Expertise in understanding spend/resource reservations across the various clouds.
• Expertise in understanding the benefits (and limitations) of tagging/labeling and can consult with customers on tagging strategies.
• Strong passion for data and ability to help customers achieve better outcomes by leveraging their own data.
• Ability to analyze complex datasets in Excel using advanced concepts such as v-lookups, index matches, named ranges, and pivot tables.
• Experience building BI dashboards (Quicksight, Looker, Domo, Tableau, etc.).
• Expert in authoring SQL.
• FinOps certification required.
• Hold at least one AWS, GCP and/or Azure certification
• Introduction to FinOps
• FinOps Certified Practitioner
• FinOps Certified Engineer
• FOCUS Certification
• AWS Cloud Practitioner
• Preferred Certifications:
• AWS Solution Architect
• Google Cloud Digital Leader
• Google Associate Cloud Engineer
• Azure AZ-900
• Azure Cost Module

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• SQL
• Tableau

Benefits

• Offers Equity
• Offers Commission