Leads Flexential’s Cloud Technical Account Management service as both a business and customer delivery function. Responsibilities include growing bookings with Sales, managing pipeline and financial performance, developing dashboards and forecasts, supervising Cloud TAMs and Cloud Services Engineers, coaching staff, managing escalations, assigning coverage, and ensuring high-quality technical reviews and customer outcomes. The role also owns pricing input, profitability, utilization, service standards, recruiting, and strategic customer relationships.

Provides first-level analysis, triage, troubleshooting, monitoring, and resolution for customer incidents and technical requests. Communicates proactively with customers, documents issues and resolutions, escalates to Level 2 support when needed, collaborates with vendors, and follows ITIL practices. The role requires familiarity with operating systems, servers, virtualization, Linux, networking, firewalls, and command-line tools. It includes a three-month training period and may involve day or overnight shifts.