About the role
Act as a Subject Matter Expert (SME) supporting the Success Programs Foundations team, with a primary focus on the Unified Onboarding, Renewals portfolio, and Success Programs for Partners (UfP). Drive technical alignment and execution across the service lifecycle by ensuring solution design, delivery models, and operational frameworks are aligned with evolving business priorities and program objectives. Demonstrate thought leadership and subject matter expertise across integrated service components, developing IP and delivery guides, influencing design and delivery quality, and enabling others through strategic guidance. Drive positive Customer Satisfaction and become a trusted advisor, providing feedback & insights from customers/partners as you develop and expand impactful relationships with key stakeholders (CSAM strategy teams, Engineering, product group, etc.) . Provide direction to TDMs and build the bridge between TDMs and Business Decision Makers (BDMs). Support team awarness and skilling based on area demands & Customer Success goals, share expertise in relevant communities, contribute to IP creation & reuse, and connect gaps and patterns across business and technology areas. Partner with other CSAs, CSAMs, and Product Groups to drive unified delivery and technical excellence. Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. 4+ years experience working in a customer-facing role (e.g., internal and/or external). 4+ years experience working on technical projects. Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications). Proven customer-facing experience — ideally as a CSAM, or alternatively as a CSA or equivalent customer‑engagement role. Service Architecture & Business Process Design Experience Cross‑team orchestration (engineering, program, field, vendor partners) Able to connect support insights with proactive programs to improve customer outcomes and experience. Able to effectively integrate partners into scalable delivery motions such as Unified for Partners (UfP). Ability to write clear, concise, technically accurate content for engineering, field teams, and delivery partners.
