About the role
Ensures effective transition and ongoing management of accounts and monitors customer satisfaction metrics. Strategically identifies and qualifies business opportunities, leading them through the sales lifecycle to maximize customer engagement. Collaborates with customer leaders and stakeholders to thoroughly analyze budget considerations and decisively align strategic priorities for investment with a significant impact on business outcomes. Strategically manages and proactively leads renewals and anniversaries for both enterprise agreement (EA) and cloud solution provider (CSP), with a focus on maximizing customer engagement and satisfaction. Develops tailored renewal options that align with partners and customer business outcomes and licensing vehicle and supports others in the renewal process. Seeks out opportunities to consolidate and drives cross- and upsells that are closely integrated with customer priorities and predicted outcomes. Implements and drives negotiation strategies and stakeholder maps. Takes lead in driving conversations with appropriate parties and collaborates with partners to scale and maximize resources effectively. Collaborates with partners to ensure right outcome(s) for the customer. Works with customers and partners to drive assessments and deep dives into customer environments. Understands and leverages investments in best possible way during renewal process. Conducts in-depth assessments into customer environments to understand needs and coordinates and implements resources and internal partners (e.g., commercial executives) to drive growth and consumption targets. Leads the strategic prioritization of accounts within the portfolio. Directs cross-functional resources and orchestrates development and execution against prioritization. Utilizes a deep understanding of relevant data (e.g., individual customer plan, analysis, available resources/programs) to devise and execute strategic plans that exceed quota for the upcoming year. Ensures a holistic and strategic integration of plans across consumption, upsell, and renewal. Optimizes investment programs to maximize impact across customers and identifies new ways to go-to-market. Provides strategic recommendations for sales plays and identifies key partners to drive new business and pipeline creation. Coaches others to identify and address gaps in territory strategy. Drives engagement cadence during the development of success plans for unified support and consumption plans for MACC customers, in partnership with customer success (e.g., CSAM) teams. Creates co-sell campaigns with partner(s) to align portfolio planning with broader business objectives. Enables partners in their go-to-market strategies. Demonstrates subject matter expertise of industry knowledge to enhance strategic planning and close territory gaps or new-to-role territories. Enforces accountability for deliverables within agreed-upon time frames among self and team members. Leads strategic collaboration with internal and external stakeholders to meet and exceed revenue targets and critical deadlines. Orchestrates strategic alignment of teams and resources with customer needs to maximize experience. Provides key organizational insights and ensures alignment of virtual teams with significant opportunities. Mentors others in orchestration and serves as escalation point to resolve collaboration needs. Utilizes and expands a broad network within and across partner ecosystem and resources to drive optimal account performance across solution areas and programs. Customer Engagement Leads in-depth analysis of customer satisfaction metrics (e.g., timeliness and quality of contact) and develops and implements comprehensive strategies to address identified trends. Acts as a trusted advisor and resource for others on advanced customer satisfaction strategy and best practices. Strategically oversees primary contact and ensures comprehensive feedback is gathered from appropriate contact, inputs information into applicable database(s), and incorporated from a broad range of sources, including cross-functional teams. Serves as an escalation contact for customer dissatisfaction and designs and implements effective resolutions promptly (e.g., prioritization, escalation). Serves as a point of contact for complex customer issues and ensures responses to customers are completed in a timely manner. Drives initiatives to anticipate and preemptively address potential customer issues, tailoring
