Supports the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Customer Relationship Management Learns customer, partner, and internal stakeholder engagement models. Supports foundational relationships with key customer stakeholders and technical professionals to enable quality and secure solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps. Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships. Learns customer, partner, and internal stakeholder engagement models. Supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps. Supports the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Supports escalation management and communications for delivery programs in the customer account. Understands the organizational and customer success strategy. Participates in account team planning, learning to identify business and technical needs for change. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Works with customers to design programs of work, incorporating security components. Technical Relevance Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field OR equivalent experience. 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.
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