Account Manager II (RapidScale) \u2013 Cloud Managed Services

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help mid-market through enterprise organizations simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure, and Google, as well as a full suite of Private Cloud and Cybersecurity solutions, RapidScale enables companies to turn technology into their greatest competitive advantage. Backed by the strength of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
The Account Manager oversees the retention, growth, and satisfaction of an assigned customer base within RapidScale's cloud managed services. Reporting to the Senior Manager of Sales, this role acts as the primary customer contact, driving value, renewals, and expansion opportunities. Success in this position requires a consultative approach, collaboration with internal teams, and a proven ability to manage mid-market to enterprise cloud customers while driving revenue growth.
Key Responsibilities Include:
Customer Relationship & Retention

• Build and maintain strong relationships with C-level executives, IT leaders, and key stakeholders.

• Serve as the primary contact, ensuring a seamless customer experience.

• Manage contract renewals, retention efforts, and expansion to minimize churn.

• Partner with Customer Success, Sales Engineering, and Support to resolve issues and drive value.

Revenue Growth & Expansion

• Identify and execute upsell and cross-sell strategies aligned with cloud solutions (IaaS, DaaS, security, networking, DRaaS, etc.).

• Develop and execute strategic account plans to drive revenue growth.

• Meet or exceed assigned quota through proactive sales efforts.

• Use customer insights and industry trends to tailor solutions and maximize business value.

Account Management & Technical Collaboration

• Work with Sales Engineers, Cloud Architects, and Product Teams to guide customers on cloud adoption and optimization.

• Lead Quarterly Business Reviews (QBRs) to assess service utilization and future needs.

• Act as a trusted advisor, helping customers optimize costs and scale solutions.

• Manage escalations proactively, ensuring swift resolution.

Operational Excellence & Reporting

• Maintain accurate CRM records, forecasting, and pipeline management.

• Provide leadership with customer insights, highlighting risks and opportunities.

• Stay current on cloud MSP trends through industry events, customer meetings, and training.

Minimum Qualifications:

• Education & Experience: A Bachelor's Degree with 4 years of Sales/Account Management/Customer Success experience, OR a Master's degree and 2 years of experience, OR a Ph.D with 1 years experience, OR 8 years of experience without a degree.

• Account Management Expertise: 4+ years of experience in account management, customer success, or sales within a cloud-based services environment, with a proven track record of customer retention, contract renewals, and driving revenue growth in Cloud MSP, SaaS, or IT services companies.

• CRM/Tools: Proficiency in Salesforce (or similar CRM), account planning, and pipeline management.

• Work Travel: Ability to travel up to 15% of the time for customer meetings, QBRs, and industry events.

Preferred Qualifications:

• Certifications such as AWS, Azure, Google Cloud practicioner certifications, AWS Certified Solutions Architect, Microsoft Azure Solutions Architect, Google Cloud Professional Cloud Architect, or similar, demonstrating a high level of cloud knowledge and technical competency.

• Industry expertise in Healthcare, Financial Services, SaaS, or E-Commerce is highly desirable.