Associate Account Manager - Scaled

Location Our Associate Scale Account Manager will be an integral part of our Sales team in EMEA.     Who We Are

DoiT helps fast-growing, digital native companies globally to harness public cloud technology and services to drive business growth. A full-service provider of multi-cloud technology and expertise, DoiT combines the power of intelligent software with deep expertise in Kubernetes, artificial intelligence, and more to deliver the true promise of the cloud at peak efficiency - with ease, not cost. 

An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure with $2B cloud spend under management, DoiT works alongside more than 3,000 customers in 70 countries. At DoiT, you’ll join a growing team of committed, experienced, and collaborative “Do’ers” who are passionate about solving the most complex cloud challenges. 

The Opportunity

The DoiT Account Manager acts as the primary owner of the operational relationship with our existing customer base, assuming responsibility for the end-to-end customer experience from a tactical perspective.

This role works closely with our business development account managers, to grow the customer's use of their chosen cloud and/or use of DoiT product and services. 

This position operates within our dynamic and rapidly scaling startup and SMB market. The Account Manager will be responsible for managing a high-volume customer base within their designated region-EMEA.

Responsibilities

• • Supporting DoiT’s fast-growing startup customers, aligned to our sub $10k MRR only accounts, working at volume across EMEA
  • Working with a large range of different types of customers within a specific spend range to ensure inbound requests are resolved in a prompt, efficient and customer-centric manner. 
  • Develop a deep understanding of our business, our cloud management platform, support and services and how they help our clients, and their needs.
  • Coordinating across the business including, finance, product, engineering and sales to help resolve customer requests efficiently and effectively to delight our customers. 
  • Identify new workload opportunities within the Customer’s Cloud Environment / SaaS solutions and ensure a smooth handover with business development.
  • Skilled in managing and prioritizing customers and their requests based on opportunities, growth, and risk.
  • Provide a best-in-class customer experience by ensuring the accurate and efficient resolution of inbound service requests.
  • Collaborate and communicate effectively across multiple internal teams and vendors.
  • Complete ownership of customer requests and escalations, ensuring effective management of communication, expectation setting, and successful resolution.
  • Continuously looking for new ways to improve the way we serve customers, with an eye for detail while being able to zoom out and understand the broader objectives of the business. So we can better scale to meet our customer requirements. 
  • Use available data and reporting to identify trends for new workload opportunities to up and cross-sell DoiT Services.
  • Work in conjunction with business development to support the renewal process, ensuring 100% retention of the install base. 
  • Facilitate customer feedback to align product and solution evolution alongside customer needs.

Qualifications

• 2+ years experience at a technology company
• Excellent operational/administration skills, analytical, detail-oriented and able to “zoom” in/out from the big picture to the minutiae.
• Strong communicator - Excellent verbal/written communication skills in English / Local Language (depending on location)
• Strong technical and business acumen, enabling you to engage and build influential relationships across varied customer contacts. 
• Possess strong analytical skills, able to leverage data to identify and support decision-making that drives valuable outcomes for both customers and the business.
• A desire to grow within the organization and continuously broaden your skill sets.
• A great sense of humour and enjoys having fun at work.

 

Bonus Points

• • Experience with AWS, GCP, or other major public clouds
  • Cloud Certifications (AWS Cloud Practitioner or Google Cloud Digital Leader certifications)
  • Additional languages

Are you a Do’er? Be your truest self. Work on your terms. Make a difference.  We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support