The Role: The Cloud Account Management Team provides unparalleled customer service to all customers, partners and internal personnel of MicroStrategy. The Senior Manager is responsible for managing all operations for a team of Cloud Account Managers in providing first level technical support for the MicroStrategy Cloud Environment (MCE) platform. This role dedicates their time to ensuring resolution of customer issues, the technical and professional development of all team members, achieving team and individual level objectives and identifying ways to increase customer satisfaction.

Your Focus:

• Represent MicroStrategy to the customer
• Drive the adoption and preference for MCE cloud infrastructure, services, and solutions
• Onboard, support, and interface with MicroStrategy Cloud Environment (MCE) customers
• Collaborate with customers and internal resources to upgrade, migrate, operate, and grow customers on the MCE platform
• Promote an environment where all employees understand the importance of customer satisfaction and are accountable for customer growth
• Actively guide and support team in resolving all high priority project risks as they are encountered
• Ensure precise documentation practices across the team to keep key stakeholders informed of requirements, plans, schedules, and incidents
• Develop and implement processes and policies that work toward continually improving customer satisfaction, revenue growth, and employee morale
• Facilitate all operational checkpoint activities throughout the lifecycle of projects
• Continually update relevant business stakeholders of project status
• Assess and resolve all high priority project risks as they are encountered
• Professionally document meetings, requirements, plans, schedules, and incidents as necessary to drive 'next steps' and to keep stakeholders informed
• Create processes and policies that work toward continually improving customer satisfaction, revenue growth, and employee morale
• Assume additional responsibilities as directed by management

Required Experience and Skills:

Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus. 

You should also bring the following:

• Bachelor's degree, preferably with a technical major or minor (Information Systems/Technology, MIS, Computer Science, Business IT)
• 5+ years of technical account management, engagement management, system implementation, technical support and/or Cloud experience
• 3+ years people management experience
• 2+ years of related experience with Cloud architecture and customer service
• Excellent leadership, presentation, organization, and team collaboration skills
• Strong creativity and organizational skills
• Ability to anticipate risks and devise solutions to resolve issues promptly
• Comfort with ambiguity, frequent change, and/or unpredictability
• Strong analytical, detail-oriented, persistent, and not afraid to ask questions. Able to analyze, implement and improve complex systems/processes
• Able to define, document, and support systems, projects, policies, and procedures
• Excellent communication skills and ability to work as part of a team
• MicroStrategy experience preferred
• Able to support MicroStrategy customers during their working hours between 9:00 am and 7:00 pm EST

MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet.
MicroStrategy is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at 703.848.8600.