Customer Success Account Manager (CSAM)

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. Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. 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. 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. 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. 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. Adopts the organizational and customer success strategy. Supports account team planning, promoting 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 their customers to design programs that improve operational health. Technical Relevance Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions. 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. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 1+ year(s) relevant work experience within customer industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Customer Success Account Mgmt IC3 - The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $113,300 - $187,400 per year. Certain roles may be eligible for