About the job
About Our Client
This organization is a cloud cost visibility and optimization platform, also referred to as a FinOps platform. It assists companies of all sizes in managing their cloud infrastructure costs, catering to a diverse clientele that ranges from individual developers to multiple Fortune 500 customers. Founded by industry veterans with backgrounds as infrastructure engineers and product managers at top tech companies, the organization prides itself on having an efficient and dedicated team of approximately 30 employees located primarily in the US, with a central hub in New York City.
As the company enters a growth phase, the team is expected to double in size by the end of 2024. The company has successfully raised a total of $25M in venture capital, most recently completing a $21M Series A financing round in March 2023.
About the Role
Our client is looking to add another member to the customer success team to support our growing customer base. The role involves conducting training sessions, gathering feedback, and representing customer needs during company meetings. The ideal candidate will be a subject matter expert from the customer's perspective and should have a passion for infrastructure and cost management.
What You Will Do
- Provide initial training to customers on utilizing the platform effectively.
- Act as the primary liaison to customers via email, Slack, and Zoom calls.
- Represent customer support issues and product feature requests to the broader organization.
- Collaborate with Autopilot customers to understand and educate them about financial commitment risk profiles.
- Supply the sales team with pertinent customer account details to facilitate successful renewals.
- Serve consistently as an advocate for the customer’s needs within the wider organization.
What We're Looking For
- 7+ years of customer-focused experience as a Customer Success or Technical Account Manager within B2B tech or SaaS industries.
- Exceptional communication skills with a keen attention to detail, adept at addressing various audiences, including CTOs, VPs of Engineering/Infrastructure, and DevOps professionals.
- Strong nice-to-have: any experience with cloud infrastructure.
- Ability to manage a broad range of accounts from small to medium-sized businesses up to large corporate accounts.
- High emotional intelligence with the capability to empathize with customers.
- A proactive approach, quick to respond to customer emails and Slack messages.
- A kind and considerate demeanor.
Benefits
The estimated annual US base salary range for this position is $120,000 - $175,000. This salary range may encompass various career levels and will be refined during the interview process based on factors such as the candidate’s experience, qualifications, and location. Additional benefits may include equity, a 401(k) plan, medical, dental, and vision coverage, and education stipends.
