Cloud Technical Account Manager

Join Lucid Software, the leader in visual collaboration and work acceleration! We help teams bring their ideas to life with our innovative products, including the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We embrace our core values of innovation, passion, excellence, empowerment, ownership, and teamwork. At Lucid, we are dedicated to fostering a respectful and inclusive workplace that values diverse perspectives. We offer flexibility in your work location, allowing you to work remotely, from one of our offices, or a hybrid of both.

As part of our committed Customer Success Team, you will be instrumental in helping our premier customers thrive by effectively utilizing Lucid's solutions. In the role of Cloud Technical Account Manager, you will not only manage customer success but also bring a deep technical understanding of cloud platforms to the table.

You will collaborate closely with other Customer Success Managers, taking charge of the cloud segment of shared customer portfolios to promote product adoption and growth. As the cloud adoption specialist, you will assist customers in optimizing their cloud operations, enhancing workflows, and maximizing the potential of Lucid's offerings.

This position is ideal for a professional who excels at the intersection of customer success and technology. Your influence will be key in driving product adoption, minimizing churn, and helping customers navigate complex technical environments.

Key Responsibilities

• Collaborate with Customer Success Managers to manage cloud-related segments of customer accounts to encourage product adoption and drive growth.
• Act as the primary technical advisor, gaining an in-depth understanding of each customer's cloud setup, integration needs, and usage trends.
• Lead initiatives for cloud adoption, from onboarding and architecture evaluations to optimization discussions and strategic account planning.
• Work with Product, Engineering, and Professional Services to relay customer feedback and ensure it informs product enhancements.
• Conduct business reviews at the executive level focusing on cloud ROI, adoption metrics, and potential for growth.
• Analyze customer data to identify risks of churn and engage proactively with customers.
• Create scalable cloud adoption guides, best practices, and resources to support the wider Customer Success team.
• Stay updated on cloud technology advancements (AWS, Azure, GCP, etc.) to enhance your technical knowledge and customer support.

Requirements

• Bachelor's degree or equivalent experience.
• 5+ years in Customer Success, Technical Account Management, or a similar client-focused role with a strong technical emphasis.
• Proven experience managing customers utilizing cloud-based solutions (SaaS, IaaS, or PaaS).
• Ability to simplify complex technical ideas into clear business value for non-technical stakeholders.
• Excellent communication, presentation, and interpersonal skills.
• Outstanding organizational abilities and keen attention to detail in a dynamic environment.
• This role requires in-person collaboration at our Raleigh office two days a week (Tuesday and Thursday).

Preferred Qualifications

• Cloud certification(s) (AWS, Azure, or GCP) or relevant practical experience.
• Knowledge of enterprise architecture, SSO, APIs, integrations, and deployment best practices.
• Experience in implementing product adoption and growth strategies in enterprise SaaS settings.
• Analytical mindset comfortable using data-driven insights for decision-making.
• Empathetic, curious, and problem-solving attitude focused on delivering customer value.
• Enthusiasm for shaping and establishing Lucid's cloud success initiatives.

We celebrate diversity at Lucid and are committed to fostering a culture that respects and includes everyone. We welcome applications from all individuals irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, or veteran status. If you require any accommodations to explore job opportunities or apply, please reach out to our talent acquisition team.