Customer Success Account Manager

CSAM - a Delivery leader in our account team and a strategic Partner to our Customer

ERP & CRM Business Applications.

In this Manager role you will help to recruit & lead a team of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams. As a Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships.

The prevailing business priority is the customers successful adoption and productive use of AZURE/AWS/GCP cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more

Qualifications

We are looking for a highly motivated and passionate CSAM to drive program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently. As the CSAM you will drive consumption of managed service hours from Pilot to Production for customers cloud or on=prem engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

Bachelor's or Master´s in Business, Engineering, Technology, or related field AND multiple years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management) Experience in change management and/or technology adoption. Fluent English is required for the role.

Experience Administering

Service Integration:

• Azue DevOps • Confluence • Jira Work Management • M365 TEAMS + MS Project + MS Visio • Dynamics 365 Business Central (Projects) • Change Management Certification (e.g., Prosci).+ • Major Incident Management • Atlassian Cloud Suite

Requirements

Understanding the Customer Utilizes information on customer business, needs, and strategy to support customer success. Meets with and holds conversations with customer stakeholders and business decision makers (e.g., Chief Technical Officers [CxOs]) to develop deep understanding of the customer business, business outcomes, competition, and industry trends, challenging the customer as appropriate. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Aligns with internal teams. Business Value Communication Identifies and articulates business value of solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or ITC best practices, leveraging knowledge of the manufacturers product capability and scenarios to support business outcomes.

Business Value Realization Performs assessments and analyses to optimize ITC solutions against relevant business goals measured by business and adoption (of ITC Managed Technical Services) key performance indicators (KPIs), success measures, and customer expectations, as appropriate. Adapts customer success plans for anticipated tradeoffs as needed. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, ISV Partners) and ensuring progress reporting. Guiding Customer Strategy Influences customer strategy and future growth for ITC by cultivating customer preference for ITC programs/solutions that drive impact for the customer and establishing ITC as a leader through new reference cases. Provides feedback to ITC on customer development needs. Resolves blockers as needed to guide customer strategy. Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets.

Engages with, leverages, and seeks to build relationships with relevant internal and external partners and/or Services to support business outcomes. Leverages strategic offerings for plays with partners based on knowledge of the customer. Builds