ABOUT THE ROLE:
Working hours: UK-aligned hours, 10:00–19:00 in SA summer and 09:00–18:00 in SA winter.
Reports to : UK CEO
ABOUT US:
Cloudbox is a specialist managed services provider focused on delivering Microsoft 365, Azure, and cybersecurity solutions to financial services clients. We combine deep technical capability with a high standard of client service, and we take both seriously. Our team in Cape Town works closely with clients across South Africa and internationally - including some of the most prominent hedge funds and financial firms in New York and London - with a strong emphasis on structured, accountable commercial ownership.
OUR CLIENTS
Our clients for this role are high-profile hedge funds and financial services firms. These are demanding, high-expectations environments where commercial precision, responsiveness, and trust matter enormously. You will be representing Cloudbox to CFOs, COOs, and business stakeholders to small and medium sized investment managers.
ABOUT THE ROLE:
We're looking for a Commercial Account Manager (CAM) to join our team in Cape Town. This is a client-facing role holding primary commercial accountability for a portfolio of clients - you will own renewals, protect and grow revenue, and ensure Cloudbox's commercial position is managed cleanly across every account you own.
You will work closely with our Technical Account Managers, Client Account Administrators, and Service Delivery Managers to ensure that the commercial relationship stays healthy alongside the technical one. This is not a technical role - it is a relationship, revenue, and process role that requires someone who can read a commercial position clearly, act on risk early, and lead a room with confidence at Quarterly Business Reviews.
What You'll Do
Commercial Relationship Management
- Hold primary commercial accountability for a portfolio of assigned clients
- Own the renewal process for each client; ensure contracts are current and commercial terms are correct
- Own scope-creep conversations once flagged by the SDM or TAM, and translate operational signals into commercial action
- Ensure client data in AutoTask is accurate at all times
Revenue and Billing Accuracy
- Check all invoices before client despatch and follow up on billing queries
- Perform monthly recurring service reconciliation (vendor to AutoTask)
- Conduct overall profitability analysis by product, solution, and support line
Sales and Growth
- Identify upsell opportunities and loop in Technical Account Managers for technical context before progressing commercially
- Complete PandaDoc proposals for all non-standard opportunities
- Check proposal accuracy, manage client follow-up, and drive opportunities through to close
Quarterly Business Review Ownership
- Hold overall responsibility for QBRs: ensure they are scheduled and happen on time
- Lead and own the commercial slides; review the full deck before every client presentation
- Ensure all parties - TAM, SDM, and the client - act on agreed follow-ups after every QBR
- For micro clients (under 5 users), lead the service section of the QBR as well as the commercial section
What This Role Is Not
- Technical ownership - You will surface commercial context, but technical service reviews and problem management sit with the TAM.
- Queue management - You will not manage the ticket queue or chase individual tickets - that sits with the Pod SDM.
- Admin execution - You direct and approve quotes, proposals, and reporting - the CAA prepares and executes them.
- Incident command - P1 incident command sits with the On-shift SDM. You are not involved in real-time technical incident response.
What We're Looking For
Essential
- Experience in a commercial account management, client relationship, or revenue-owning role
- Strong commercial acumen: renewals, upsell, contract management, and profitability analysis
- Solid conceptual understanding of networking, Microsoft 365, and Azure - enough to hold a credible technology conversation with senior IT stakeholders and follow a TAM's technical briefing without translation. You will not perform technical work yourself; it is handed off to the TAM and engineering team, but you need to speak the language
- Comfortable managing billing accuracy, invoicing cycles, and reconciliation processes
- Strong written and verbal communication skills - you can present commercial detail with confidence to senior stakeholders
- Organised and structured: you can track multiple renewal cycles, proposals, and QBRs concurrently without anything slipping
- Able to build genuine rapport with demanding, high-expectations clients while firmly protecting Cloudbox's commercial position
- Comfortable working UK -aligned hours (10:00 - 19:00 SAST) on a permanent basis
Advantageous
- Experience working with or within financial services firms - hedge funds, asset managers, or similar
- Experience using a PSA tool such as AutoTask, ConnectWise, or similar, and a proposal tool such as PandaDoc
- Background in managed services, MSP, or IT service commercial management
- Experience leading or owning formal QBRs or account reviews
- Familiarity with subscription or managed-services pricing and licensing models
Skills Required
- Experience in commercial account management, client relationship management, or a revenue-owning role
- Strong commercial acumen covering renewals, upselling, contract management, and profitability analysis
- Conceptual understanding of networking, Microsoft 365, and Azure
- Ability to manage billing accuracy, invoicing cycles, and reconciliation processes
- Strong written and verbal communication skills with confidence presenting to senior stakeholders
- Strong organizational skills and ability to manage multiple renewals, proposals, and QBRs concurrently
- Ability to build client rapport while protecting the company’s commercial position
- Availability to work UK-aligned hours permanently
- Experience with financial services firms such as hedge funds or asset managers
- Experience using PSA tools such as AutoTask or ConnectWise and proposal tools such as PandaDoc
- Background in managed services, MSP, or IT service commercial management
- Experience leading or owning formal QBRs or account reviews
- Familiarity with subscription or managed-services pricing and licensing models
What We Do
Cloudbox is a global managed IT services provider serving alternative investment managers, financial firms, and other regulated businesses. It designs, builds, and maintains secure, compliant IT infrastructure, with fully managed public-cloud services, cybersecurity and data protection, IT support, and strategic advisory. Its outsourced solutions emphasize reliable operations and client service, helping customers manage technology and regulatory demands so they can focus on their markets.
