Customer Success Account Manager

Required Customer Success Account Manager
Responsibilities
Customer Relationship Management
Builds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and us.
Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment. Maps internal roles to customer priorities to action the needs of customers. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish senior/executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels.
Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions. Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders.
Customer Success Leadership
Identifies actual and potential blockers to consumption through data analysis and feedback from customers. Mobilizes resources to address actual and potential blockers to consumption and associated issues. Holds accountability for identified consumption milestones and their completion. Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones. Tracks adoption and usage of our products and services, works with customers to identify areas where adoption could be improved, and takes action to drive usage. Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.
Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Applies the use of our delivery management methodologies, processes, and tools to manage customer operational health. Identifies and mitigates customer blockers by leveraging our solutions and services, and develops deliverable programs of work with guidance from more experienced colleagues. 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. Provides escalation management and communications for delivery programs in the customer account.