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.
2. Strategic Cloud Advisory & Architecture Governance
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.
3. OEM & Technology Ecosystem Management
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.
4. Service Governance & Operational Excellence
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.
5. FinOps, P&L, Revenue & Commercial Management
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.
6. Billing, Collections & Revenue Assurance
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.
7. Customer Retention & Account Growth
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.
8. Leadership & Cross-Functional Orchestration
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.
Required Qualifications & Certifications
Mandatory
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.
Mandatory Professional-Level Cloud Certification
At least one of the following
AWS Certified Solutions Architect – Professional
AWS Certified DevOps Engineer – Professional
Microsoft Certified: Azure Solutions Architect Expert
Google Cloud Professional Cloud Architect
Preferred Certifications
FinOps Practitioner
ITIL Foundation / ITIL Intermediate or higher
PMP / PRINCE2
CISSP or equivalent cloud/security certification
AWS, Azure or GCP specialty certifications
Core Technical & Business Competencies
The successful candidate should demonstrate strong knowledge across
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
Leadership Profile
We are looking for an individual who
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.
What Success Looks Like
Success in this role will be measured through
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
