Customer Success Account Manager

Customer Relationship Management Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities. Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Supports account planning and advocates for change internally to help customers transform to modern digital approaches. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies. Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement. Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and execution oversight. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience? This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 3+ years relevant work experience within customer success in technology industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent certification