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Kion is a Series A startup revolutionizing CloudOps and FinOps by delivering multicloud, multi-org, and multi-account visibility and controls from a single, centralized platform. The company is headquartered near Baltimore/DC and operates as a 100% remote-first organization.
As a Technical Account Manager, you will be the primary technical advisor and relationship owner for a dedicated portfolio of 15–18 customers, spanning enterprise commercial accounts (life sciences, tech, higher education) and government/defense accounts. You partner closely with Customer Success Managers (who orchestrate the account) and Account Executives (who own commercial motion), with your north star being "Turning Customers into Fans."
Your day-to-day responsibilities include:
• Owning a named portfolio of 8–10 strategic (Tier 1–2) accounts plus ~8 mid-tier accounts, serving as the primary technical point of contact for all platform and technical matters.
• Leading onboarding for new accounts to a 90-day time-to-value standard, treating onboarding as a renewal activity rather than a support task.
• Running tiered customer syncs: monthly technical check-ins with strategic accounts, 6–8 week check-ins with named growth accounts, and quarterly outreach to the pooled book—with structured agendas, notes, tracked action items, and written recaps within two business days.
• Advising customers on platform upgrades, including timing, release notes, known issues, and coordinating phased rollouts from sandbox to production.
• Troubleshooting and owning customer platform issues end-to-end: compliance dashboard configuration, spend reporting, permissions, integrations, and enforcement policy behavior.
• Guiding customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance.
• Driving adoption of new platform features and AI-assisted tooling through demos, working sessions, and proactive outreach.
• Maintaining accurate account health tracking in CRM within 48 hours of every meaningful interaction, including open items, sentiment, risk flags, and next steps.
• Hosting weekly customer office-hours rotation; answering questions within one business day (strategic) or two (pooled); acting on health triggers (e.g., >30% usage decline) within one week.
• Co-presenting quarterly business reviews (KORs) for strategic accounts with the CSM, owning the adoption story and roadmap segment; delivering semi-annual executive reviews, annual health reviews, and quarterly usage & value reports for mid-tier accounts.
• Serving as the bridge between customers and Kion's Support team, ensuring tickets are scoped, prioritized, and moving; escalating when necessary.
• Representing customer bug reports and feature requests in internal cross-functional reviews with business impact context.
• Attending internal rhythms: weekly CSM+TAM standup, monthly Tier 1 account reviews, weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs.
• Partnering with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs.
• Contributing to the Kion Success Center knowledge base when documentation gaps are identified.
• Engaging customers in the Kion community Slack (Cloudunity) with release updates and discussions.
You will be measured on: time-to-value (new accounts reaching measurable value within 90 days), technical health score of your book and health-trigger response time, on-time delivery of prescribed touchpoints, critical-issue resolution time and escalation quality, and renewal outcomes in partnership with the AE.
REQUIREMENTS:
• 4–8 years in technical consulting, solutions engineering, implementation, or professional services (or equivalent customer-facing technical depth).
• Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own.
• Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts.
• Exceptional written and verbal communication skills; you calibrate your message from cloud engineer to executive sponsor.
• Strong organizational skills; you manage a complex, multi-account book without letting commitments slip.
• Comfort with change; you stay effective while team processes and engagement models are being refined.
• Ability to interpret platform data and metrics to diagnose issues, identify adoption gaps, and drive decision-making.
• Experience navigating government customer environments—procurement, ATO/compliance processes, classification constraints—and self-hosted or customer-hosted (non-SaaS) deployments.
• Bachelor's degree in a relevant field or equivalent practical experience.
NICE-TO-HAVES:
• Experience with cloud governance, FinOps, or cost management platforms.
• Familiarity with compliance standards: NIST 800-53, CIS Benchmarks, FedRAMP, CMMC.
• Familiarity with infrastructure-as-code tools (Terraform, CloudFormation).
• Experience with customer success platforms or support ticketing systems.
• Experience using or demonstrating AI-assisted tooling in a customer-facing context.
