Customer Success / Key Account Manager at Velvot

Job Description

• The person in this role is a hybrid of a relationship builder, a strategic account planner, and a revenue driver.
• The CSKAM is responsible for driving exceptional customer satisfaction, ensuring maximum adoption and value realization of our services, and proactively identifying and closing upsell and cross-sell opportunities to increase the customer’s Lifetime Value (LTV) and grow the company's recurring revenue.: Microsoft, Google, AWS, Cisco, Sophos, and Amazon.

Job Description

• Ensure key customer accounts renew their contracts and services by proactively managing their satisfaction and value realization.
• Drive expansion revenue by identifying and closing new opportunities (Upsell/Cross-sell) across our partner ecosystem (AWS, Microsoft, Google, etc.) within the assigned account portfolio.
• Solidify executive-level relationships and demonstrate value through structured quarterly strategic reviews and high satisfaction scores
• Maintain expert knowledge of our partner programs, capabilities, and incentives, specifically Microsoft, AWS, Google Cloud, Sophos(security) .Cisco etc.
• Collaborate directly with partner Account Managers and technical teams (e.g., a Microsoft Partner Development Manager or AWS Solutions Architect) to build and execute joint account growth strategies (Co-Selling).
• Have an indept knowledge of all customer subscription, onboarding of new customers, sending them a reminder and following up.
• Fully keep records and manage customer subscription plans, renewal, upgrade, downgrade and cancellation and provisioning of license.
• Overseeing customer accounts, ensuring accuracy and resolving any issues.
• Send Email reminders/calls to inform customers two weeks before the expiration of their subscription.
• Processing payments, issuing invoices, and managing customer billing information.

Required Qualifications & Experience
Must-Haves:

• 1-3 years of progressive experience in a B2B Customer Success or Key Account Management role, specifically at a Managed Service Provider (MSP), or technology consulting firm.
• Foundational Accounting/Finance Knowledge: Ability to read and discuss basic financial statements (e.g., P&L).
• Technical Ecosystem Knowledge: Verifiable expertise working with and selling solutions based on the Microsoft Azure/365 and AWS cloud ecosystems.
• Results-Oriented: Proven track record of meeting or exceeding expansion revenue quotas (upsell/cross-sell).

Preferred Skills:

• Familiarity with using Dynamics CRM or similar CRM Roles
• A degree in Business, Finance, Accounting, or a related field .

Benefits

• HMO
• Leave days
• Group Life Insurance
• Pension