Customer Success Manager SADA

Requisition Number: 104799

As an Account Manager for Enterprise Accounts at Insight, you own the post-sale business relationship for our most strategic Google Cloud Platform customers. You are a unifier who aligns with customer executive leadership (CIOs, Directors of IT) to gain insights and deliver long-term value. Your mission is to ensure customer satisfaction, maximize the value of their cloud investment, and drive consistent revenue growth through strategic renewals and expansion.

Key Responsibilities

Customer Relationship Management

• Establish regular communication with key customer stakeholders to understand customer business plans and objectives.
• Serve as an escalation point for customer satisfaction issues relating to billing disputes and support tickets.
• Maintain up to date information for customer points of contact.

Contract Oversight & Reporting

• Build, maintain, and report on account health metrics, including detailed spend projections and success plans.
• Provide regular oversight for committed customer contracts to ensure compliance and early identification of potential risks.
• Manage complex billing scenarios, such as tracking Committed Use Discount (CUD) liabilities and prepayment reconciliations.

Platform Adoption & Growth

• Drive the adoption of Google Cloud Platform services by connecting customers with subject matter experts (SMEs) and specialized training resources.
• Conduct regular business reviews that demonstrate partnership value and ensure technology roadmaps align with customer business goals.
• Transfer account knowledge to the Sales team to identify and execute on renewals, cross-sell, and upsell opportunities.

Commitment Remediation

• Actively monitor accounts for significant drops in monthly usage or projected shortfalls against contracted minimums.
• Perform remediation activities for customers at risk of missing commitment targets, including rolling shortfalls into current periods or negotiating amended terms.
• Collaborate with Legal and Credit teams to manage accounts in protected status or those requiring formal contract terminations due to restructuring.

Cross-Functional Collaboration

• Act as a unifier, working cross-functionally with sales reps and SMEs to orchestrate activities that meet customer needs.
• Partner with Cloud Engineers and Professional Service Delivery Managers to ensure project milestones are met and technical hurdles are resolved.
• Coordinate with internal Billing and Support teams to resolve complex invoicing disputes or margin discrepancies.

Pathway to Success

At Insight, we embrace change enthusiastically. Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured quarterly by the magnitude and quality of your contributions, your ability to forecast accurately, and the consultative polish you bring to customer interactions.

Required Qualifications

• Education: Bachelor’s degree or equivalent practical experience.
• Experience: 5+ years in a Customer Success or Account Management role, specifically within the Technology or SaaS industry.
• Communication: Exceptional interpersonal skills with a proven ability to build relationships with both technical stakeholders and C-suite executives.
• Technical Knowledge: Solid understanding of the Google Cloud ecosystem or the overall hyperscaler landscape (AWS, Azure) and their value propositions.
• Sales Acumen: A proven track record of collaboration to drive revenue growth, management of renewals, and exceeding team sales targets.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Chandler || Arizona (US-AZ) || United States (US) || Sales/Business Development || None || Remote ||