About the role
- Serve as the senior technical and strategic point of contact for assigned enterprise and strategic accounts.
- Build trusted relationships with CIO, CTO, CISO and other senior technology and business stakeholders.
- Understand customer business priorities and translate them into technology and business strategies.
- Lead Quarterly Business Reviews (QBRs), Executive Steering Committees and strategic account reviews.
- Present service performance, technology risks, transformation initiatives, financial metrics and improvement opportunities to executive audiences.
- Act as the voice of the customer internally and ensure strong alignment between customer expectations and delivery teams.
- Own the overall customer relationship and proactively address risks that could impact customer satisfaction, retention or revenue.
- Build executive-level relationships that support long-term account growth and strategic partnership.
- Provide strategic architectural oversight across AWS, Azure and/or GCP environments.
- Advise customers on cloud adoption, modernization, migration and cloud-native transformation.
- Drive adoption of Well-Architected, reliability engineering, security-by-design and automation-first principles.
- Lead cloud maturity assessments and develop multi-year technology transformation roadmaps.
- Identify opportunities for application modernization, platform engineering, automation and operational simplification.
- Provide guidance on high availability, resilience, disaster recovery, scalability and capacity planning.
- Partner with enterprise architects and engineering teams to ensure architectural decisions align with business objectives.
- Maintain a strong understanding of OEM technology portfolios, product capabilities, licensing models, support models and professional/managed service offerings.
- Understand the positioning and value proposition of major OEMs across cloud, compute, storage, networking, security, databases, backup, DR, observability and enterprise applications.
- Evaluate OEM solutions against customer requirements and recommend appropriate technology and service options.
- Engage with OEMs and technology partners to leverage their technical expertise, support capabilities, professional services and commercial programs.
- Identify opportunities to combine OEM solutions with managed services to create differentiated customer propositions.
- Stay current with changes in OEM product roadmaps, licensing models, cloud marketplace offerings and technology trends.
- Support Sales and Pre-Sales teams in developing technology solutions, proposals and account expansion strategies.
- Govern SLA, KPI and OLA performance across CloudOps, SRE, DevOps, Security and Platform Engineering teams.
- Establish and drive continuous service improvement initiatives.
- Ensure adherence to ITIL-aligned practices across Incident, Problem, Change, Release and Service Management.
- Lead major incident and escalation management, ensuring effective stakeholder communication and root-cause resolution.
- Review operational trends and proactively identify service risks before they impact the customer.
- Govern disaster recovery readiness, business continuity, capacity management and operational resilience.
- Drive automation and proactive monitoring to reduce recurring incidents and manual operational effort.
- Establish service improvement plans with measurable outcomes and executive visibility.
- Demonstrate strong understanding of FinOps principles, practices and operating models across cloud environments.
- Drive cloud financial management covering cost visibility, allocation, optimization, forecasting, budgeting and governance.
- Identify opportunities to optimize cloud consumption and improve customer technology economics without compromising performance, security or resilience.
- Own or contribute significantly to the P&L performance of assigned customer accounts or service portfolios.
- Manage account-level revenue, gross margin, cost base and profitability in partnership with business and finance teams.
- Own revenue management and forecasting, including actuals, run-rate revenue, pipeline, renewals and growth opportunities.
- Monitor account financial performance and proactively address revenue leakage, margin erosion and cost overruns.
- Identify opportunities for upsell, cross-sell, expansion and transformation-led revenue growth.
- Partner with Sales, Finance and Delivery teams to develop account growth and profitability plans.
- Ensure services are delivered within agreed commercial and financial parameters.
- Own governance of the customer billing lifecycle, ensuring accurate, timely and complete invoicing.
- Ensure billing is aligned with contracts, statements of work, consumption, SLAs, milestones and agreed pricing models.
- Proactively identify and resolve billing disputes, revenue leakage and invoicing discrepancies.
- Partner with Finance, Accounts Receivable and Delivery teams to improve billing accuracy and collection performance.
- Monitor outstanding receivables, disputed invoices and payment risks for strategic accounts.
- Establish governance mechanisms to minimize billing delays and improve DSO / cash realization.
- Ensure changes in scope, consumption, resources and service levels are appropriately reflected in commercial and billing processes.
- Take accountability for customer retention and account health across assigned strategic accounts.
- Establish early-warning mechanisms to identify customer dissatisfaction, service risks and competitive threats.
- Develop and execute customer recovery and retention plans where required.
- Track customer satisfaction, executive engagement, service performance and commercial health.
- Build multi-year customer relationships and position the organization as a strategic technology partner.
- Identify opportunities to expand existing relationships through cloud transformation, modernization, security, automation and managed services.
- Partner with Sales and Account Management to develop and execute account growth strategies.
- Lead and coordinate cross-functional technology teams to deliver seamless customer outcomes.
- Orchestrate activities across Cloud Operations, Architecture, Security, DevOps, SRE, Service Management, Finance and Engineering.
- Mentor and coach junior TAMs, service delivery managers and technical leaders.
- Collaborate closely with Sales, Pre-Sales, Enterprise Architecture, Product, Finance and Delivery leadership.
- Establish an automation-first, reliability-first and customer-outcome-focused culture.
- Influence without direct authority across geographically distributed teams and customer organizations.
- 12+ years of experience across IT Infrastructure, Cloud, Managed Services, Technology Operations or related areas.
- Minimum 5+ years in Technical Account Management, Service Delivery Leadership, Cloud Program Management or equivalent customer-facing technology leadership roles.
- Proven experience managing strategic enterprise customers and complex technology environments.
- Demonstrated ability to engage effectively with CIO, CTO, CISO and other CXO-level stakeholders.
- Strong understanding of enterprise cloud architecture, operations, security, reliability and governance.
- Experience managing large-scale or multi-million-dollar managed services engagements.
- Demonstrated experience with P&L, revenue management, commercial governance or account financial management.
- Strong understanding of billing, revenue assurance, collections and customer retention.
- Strong understanding of OEM technology products, services, licensing and support models.
- Strong understanding of FinOps principles and cloud financial management.
- AWS Certified Solutions Architect – Professional
- AWS Certified DevOps Engineer – Professional
- Microsoft Certified: Azure Solutions Architect Expert
- Google Cloud Professional Cloud Architect
- FinOps Practitioner
- ITIL Foundation / ITIL Intermediate or higher
- PMP / PRINCE2
- CISSP or equivalent cloud/security certification
- AWS, Azure or GCP specialty certifications
- AWS / Azure / GCP cloud platforms
- FinOps and Cloud Financial Management
- Cloud architecture and modernization
- Cloud migration and transformation
- OEM product and service portfolios
- OEM licensing, subscription and support models
- Cloud marketplace and partner ecosystems
- SRE, DevOps and platform engineering
- Infrastructure automation and Infrastructure as Code
- Cloud security and IAM
- Business continuity and disaster recovery
- Observability, monitoring and operational resilience
- ITIL-based service management
- P&L and profitability management
- Revenue forecasting and management
- Billing and revenue assurance
- Collections and receivables management
- Customer retention and account growth
- SLA/KPI governance and service improvement
- Enterprise architecture and technology roadmaps
- Vendor and stakeholder management
- Executive communication and presentation
- Can operate comfortably between deep technical discussions and CXO-level business conversations.
- Demonstrates strong ownership and accountability for customer, operational and financial outcomes.
- Has demonstrated experience managing P&L, revenue and commercial performance.
- Has strong understanding of FinOps and cloud economics.
- Has broad knowledge of OEM technology offerings and partner ecosystems.
- Is commercially aware and able to identify opportunities for value creation, retention and account growth.
- Can challenge customers constructively while maintaining trusted relationships.
- Has strong crisis-management and executive-escalation capabilities.
- Can influence multiple technical teams without relying solely on formal authority.
- Thinks strategically while maintaining sufficient technical depth to challenge architectural and operational decisions.
- Is passionate about improving customer experience, reliability, automation and operational maturity.
- Customer retention and renewal rate
- Customer satisfaction and executive stakeholder engagement
- Revenue growth and account expansion
- P&L performance and gross margin
- Revenue forecast accuracy
- Billing accuracy and timeliness
- Reduction in billing disputes and revenue leakage
- DSO / collections performance
- Cloud cost optimization and FinOps outcomes
- Effective utilization of OEM and technology partner capabilities
- Consistent achievement of SLA/KPI and service performance objectives
- Reduction in recurring incidents and operational risk
- Improved cloud reliability, security and resilience
- Successful delivery of modernization and transformation roadmaps
- Improved automation and operational efficiency
- Strong collaboration and performance across cross-functional delivery teams