Responsibilities

• Own strategic customer relationship with high value accounts, ensuring continuous engagement, statisfaction & retention.
  
• Lead high-impact QBRs/MBRs with executive stakeholders, showcasing delivered value and cost optimization impact.
  
• Lead renewal conversations and contract discussions, working cross-functionally to propose pricing models, discount structures, or account transitions as needed.
  
• Liaise with AWS account teams for escalations, commercial adjustments (e.g., RI conversions, refund cases), and joint go-to-market opportunities.
  
• Mentor Leads and Associate Leads, helping them grow into strategic roles while setting the standard for customer engagement quality and process excellence.
  
• Act as a process anchor, contributing to the creation of QBR templates, onboarding frameworks, anomaly management SOPs, and strategic account playbooks.
  
• Collaborate with the marketing and product teams to ensure customer voices are showcased appropriately.
  
• Lead discussions around custom reporting requirements for strategic accounts, including multi-account views, tagging-based breakdowns, and business-specific formats.
  

• 12+ years of experience in customer service, account management (or) cloud consulting. Experience working in a cloud consulting, AWS partner, or MSP is a plus.
  
• Strong stakeholder management and communication.
  
• Comfortable with ambiguity, works across functions seamlessly.
  
• Excellent communication, presentation, and relationship-building skills.
  
• Ability to analyze customer needs, develop strategies, and drive outcomes.
  
• Strong problem-solving skills with a proactive and customer-first mindset.