About the job
This role requires building and coaching others on customer, partner, and internal stakeholder engagement strategies and models. The individual will identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders, including partners. They will synthesize various insights regarding business and Information Technology objectives for customer organizations through collaboration with other account team leaders. A firm understanding of, and alignment to, the company solutions, cross-cloud and technical capabilities is essential. The role will drive conversations with customers to demonstrate how their objectives align with the current company portfolio of work. In partnership with key stakeholders and executives, the individual will develop and deliver strategic roadmaps for program planning and customer-facing program reviews, prioritize engagements, and manage stakeholder expectations for customer success.
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Responsibilities
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Customer Relationship Management
- Synthesize insights from teams and the customer industry regarding business and IT objectives, partnering with other account leaders to develop shared account plans focused on customer security, resiliency needs, and business transformation programs.
- Lead execution of support, security, and consumption delivery programs, using industry trends to improve customer environmental health outcomes.
- Build and coach team members on engagement strategies to foster healthy, strategic relationships with key technical and business stakeholders.
- Expand responsibility for executive customer relationships, leading the definition of business outcomes and aligning company strategy to customer priorities.
- Guide conversations to achieve customer business objectives leveraging their investment in the company, mapping internal roles to customer priorities, and nurturing internal stakeholder relationships.
- Lead business value conversations at the executive level, ensuring effective communication focusing on security and resiliency.
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Customer Success Leadership
- Drive conversations demonstrating alignment between customer objectives and the company’s offerings, maximizing investments and value.
- Promote a long-term approach to technology adoption, aligning with customer goals and including security in all aspects.
- Challenge customer thinking to drive transformation toward modern digital approaches and link Customer Success Plans (CSPs) with account priorities for deliverable programs of work.
- Develop and deliver strategic roadmaps in collaboration with stakeholders and executives to influence key engagement outcomes.
- Enhance company delivery management methodologies, proactively identifying and mitigating customer operational health risks through data analysis.
- Orchestrate resources for value realization, ensuring alignment on customer outcomes through delivery program reviews and managing escalations effectively.
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Technical Relevance
- Identify and align company solutions and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to customer needs.
- Utilize industry and technical expertise to support customer success and articulate the company’s market position effectively against competitors.
- Understand customer technology platforms and leverage the company’s technology roadmap to facilitate their digital transformation.
Qualifications
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Required/minimum qualifications
- Master’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years experience in customer success, solution delivery, practice management, consulting, or portfolio management; OR
- Bachelor’s Degree in the same fields AND 6+ years of equivalent experience.
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Additional or preferred qualifications
- Master’s Degree AND 10+ years OR Bachelor’s Degree AND 12+ years experience in relevant roles.
- 5+ years relevant work experience within the customer industry.
- Company or competitor equivalent certification in relevant technologies (e.g., Azure, 365).
- ITIL Foundation certification or equivalent service management certification.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent certification.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until filled. The company is an equal opportunity employer and welcomes all qualified applicants.
