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Director of Customer Account Management

| Greater Denver Area

At Cloud Elements our customers experience and making them successful is one of our most important tasks. Given that our customers pay us over time, customer satisfaction, retention and growth are keys to our longevity. You will be the customer’s primary commercial liaison into Cloud Elements and are accountable for identifying and directly addressing all business issues impacting the customer’s success.

As our Director of Customer Account Management reporting to our Chief Revenue Officer, you play an important role in developing strong relationships with our customers, gaining a deep understanding of their objectives, and being a critical partner in delivering those solutions through the Cloud Elements platform.

Cloud Elements is a rapidly growing software startup that rewards exceptional work with great opportunities for advancement. You will be a valued part of the team that is tasked with our most important asset - our customers!  

More about this role:

  • Leadership

  • Lead and grow a team of talented Customer Account Managers

  • Guide customer account managers  day to day, with their career paths, and on overall strategy to delight and grow our customers

  • Live by and champion Cloud Elements cultural values: Customers First; Keep it Simple; Freedom, Flexibility, Responsibility; Passionate Contributors, and Iterate to Success!

Customer Centricity

  • You will gain a deep understanding of your customer’s relevant business within your assigned accounts

  • You will be agile in responding to the business needs of your customers

  • Interact with CXOs, CTOs, Product Managers, and Sr. Developers at our customers that range from SMBs to large Enterprises

  • The aforementioned will include face to face meetings and presentations with our customers

  • You will be responsible for a combination of Customer Satisfaction and revenue growth of your accounts.

  • Serve as an escalation point for customer issues as they aris

Communication

  • Work with Customer Enablement and Customer Support on the adoption and expansion of CE products and services

Process

  • Working with the Customer Account Managers to drive and execute process including but not limited to; Consistent Account Collaboration and Planning, Contract Renewal and Communication, Upsell and CrossSell opportunities, and Forecasting

  • Defining the communication with sales, support, on-boarding, and finance

Analytics

  • Designing with Internal stakeholders reporting on items around; quarterly customer renewals et al out of Salesforce.com

  • Collaborating with Cloud Elements Finance regarding reporting from NetSuite around customer renewal dates

 

What we would like you to have:

  • 10+ years experience as an Engineer, Sales Engineer or Technical Account Manager preferably with SaaS or related Cloud products

  • Strong team leadership experience

  • Knowledge of RESTful design, APIs, and web technologies

  • Understanding of API authentication types: e.g. Oauth, Basic, Tokens

  • Personable, outgoing and community-oriented – enjoy interacting with others (especially geeks!) in professional and social settings

  • Excellent communicator – written and spoken. Comfortable and willingness to work in a team environment 

  • Great sense of humor, humble and driven!

What we can offer you:

  • Challenging work with leading edge technology

  • Career growth opportunities

  • Benefits - Equity, Medical, dental, 401k, flex time off

  • Education and training opportunities, team referral bonuses, catered lunch, powder day, summer hikes, the list goes on!

  • Office locations: We have offices in Denver, Dallas, and Hyderabad.  You may also work occasionally from your home office!

We'd love to hear from you! Please upload your resume and share with us why you think you'd be the perfect fit for our team! Cloud Elements celebrates diversity, we are an equal opportunity employer.

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Location

3858 Walnut St. , Denver, CO 80205

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