Itsm Lead

Cloudkeeper; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Cloudkeeper in India seeks an experienced Customer Success/Account Management professional to own strategic customer relationships with high-value accounts, ensuring continuous engagement and retention.

You will lead executive QBRs/MBRs, steer renewal discussions, and coordinate with AWS teams for escalations and joint opportunities, while mentoring junior leads and shaping playbooks and reporting standards.

Qualifications

• 7+ years of experience in customer service or account management.
• Experience with cloud consulting, AWS partner, or MSP is a plus.
• Strong stakeholder management and communication.
• Ability to navigate ambiguity and work cross-functionally.
• Excellent communication, presentation and relationship-building.
• Ability to analyze customer needs and drive outcomes.

Responsibilities

• Own strategic customer relationships with high-value accounts, ensuring engagement, satisfaction and retention.
• Lead QBRs/MBRs with executive stakeholders to show value and cost optimization impact.
• Lead renewal conversations and contract discussions, including pricing/discounts or transitions.
• Coordinate with AWS account teams for escalations, commercial adjustments and GTM opportunities.
• Mentor Leads and Associate Leads to grow into strategic roles and uphold engagement standards.
• Contribute to QBR templates, onboarding frameworks, SOPs and strategic account playbooks.
• Collaborate with marketing and product to highlight customer voices.
• Lead discussions on custom reporting for strategic accounts (multi-account views, tagging-based breakdowns).

Skills

Stakeholder management

Communication skills

Presentation skills

Relationship-building

Analytical thinking

Problem-solving

Job description

Responsibilities

• Own strategic customer relationship with high value accounts, ensuring continuous engagement, statisfaction & retention.
  
• Lead high-impact QBRs/MBRs with executive stakeholders, showcasing delivered value and cost optimization impact.
  
• Lead renewal conversations and contract discussions, working cross-functionally to propose pricing models, discount structures, or account transitions as needed.
  
• Liaise with AWS account teams for escalations, commercial adjustments (e.g., RI conversions, refund cases), and joint go-to-market opportunities.
  
• Mentor Leads and Associate Leads, helping them grow into strategic roles while setting the standard for customer engagement quality and process excellence.
  
• Act as a process anchor, contributing to the creation of QBR templates, onboarding frameworks, anomaly management SOPs, and strategic account playbooks.
  
• Collaborate with the marketing and product teams to ensure customer voices are showcased appropriately.
  
• Lead discussions around custom reporting requirements for strategic accounts, including multi-account views, tagging-based breakdowns, and business-specific formats.
  

Requirements

• 7+ years of experience in customer service, account management (or) cloud consulting. Experience working in a cloud consulting, AWS partner, or MSP is a plus.
  
• Strong stakeholder management and communication.
  
• Comfortable with ambiguity, works across functions seamlessly.
  
• Excellent communication, presentation, and relationship-building skills.
  
• Ability to analyze customer needs, develop strategies, and drive outcomes.
  
• Strong problem-solving skills with a proactive and customer-first mindset.