Staff FinOps Account Manager

As a Staff FinOps Account Manager, you will apply both of your passions - data analysis and empowering customers - to work every day. You will work directly with customers to provide cost intelligence observations, facilitate conversations around causes/solutions to cost growth, and help advise and consult them on their unique FinOps journey. These strategic conversations can cover a vast range of topics such as resource usage with engineering, tagging strategies with operations, COGS with finance, or unit cost trends with an executive audience…all in tandem! In this position, you bring your FinOps account management expertise, high critical and strategic thinking skills, and exceptional customer-orientation and relationship building to provide a memorable and long-lasting customer experience.

Responsibilities:

Ongoing strategic customer segment onboarding and implementation initiatives, including addressing ad hoc requests

Mentor, coach and train fellow FAMs on continuous improvement and enablement

Form and maintain strong strategic relationships across key customer personas; Provide leadership and domain expertise in gaining credibility across senior management

Communicate value and monitor performance metrics/KPIs to include conducting periodic executive business reviews

Be the Customer Success ambassador for the product, engineering and go-to-market teams; work within CS team and cross-functionally in driving initiatives, innovation, idea sharing, and insights representing the customer voice

Introduce new products/features and champion the business outcomes process with the customer

Solve complex customer/vendor issues and proactively prevent negative service trends.

Build and monitor customer adoption metrics to drive best in class NPS

Support retention and expansion for the strategic customer segment (Customers above $300k ARR)

Develop, modify and maintain the operational and design effectiveness of internal customer controls

Develop repeatable and scalable technical solutions that can be converted into a playbook or a runbook based on a variety of factors such as customer size, roadmap, and requirements

Lead joint success planning workshops, analysis, testing, and support for internal initiatives, projects, and products designed to enhance company tools (e.g CZOPS) and other capabilities

Create and maintain standards for data analysis, presentations, and explanations that are clear and concise for both internal and external stakeholders

Qualifications:

7+ years of experience consulting on AWS, GCP, and/or Azure services/solutions.
7+ years of experience in a Customer Success Manager, FinOps Account Manager or related role.
Ability to execute in a high velocity, transformative, B2B SaaS tech environment.
Positive attitude with passion for growing, coaching others, and feedback.
Highly collaborative, ability to create lasting partnerships with R&D and GTM.
Ability to train and mentor others.
Developed, documented and/or communicated financial analysis and optimization recommendations for cloud services with both tech and finance teams.
Expertise in understanding spend/resource reservations across the various clouds.
Expertise in understanding the benefits (and limitations) of tagging/labeling and can consult with customers on tagging strategies.
Strong passion for data and ability to help customers achieve better outcomes by leveraging their own data.
Ability to analyze complex datasets in Excel using advanced concepts such as v-lookups, index matches, named ranges, and pivot tables.
Experience building BI dashboards (Quicksight, Looker, Domo, Tableau, etc.).
Expert in authoring SQL.

Required Certifications:

FinOps certification required.
Hold at least one AWS, GCP and/or Azure certification
Introduction to FinOps
FinOps Certified Practitioner
FinOps Certified Engineer
FOCUS Certification

AWS Cloud Practitioner

Preferred Certifications:

AWS Solution Architect
Google Cloud Digital Leader
Google Associate Cloud Engineer
Azure AZ-900
Azure Cost Module