Customer Success Account Manager

Full Job Description

Build, maintain, and expand strong relationships with key customer stakeholders and technical professionals to enable high-quality, secure solution delivery and overall account health, orchestrating internal and external teams to support customer priorities. Lead strategic program planning and customer-facing reviews, prioritizing engagements and managing stakeholder expectations to deliver on agreed customer outcomes, account priorities, and operational health. Partner with account teams to develop and execute customer success plans, linking them to broader account strategies and industry-specific transformation programs, and translating them into bookable programs of work. Proactively identify, monitor, and mitigate blockers to customer consumption and adoption through data analysis and customer feedback, mobilizing resources to address issues and uncover new opportunities for growth, optimization, and retention. Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Experience building and maintaining relationships with senior customer executives in large, complex or strategically important accounts. Experience managing cross-functional stakeholder relationships and building alignment around customer solutions, programmes or engagements. Experience planning and managing a portfolio of customer engagements, including cross-team collaboration, resource coordination, communication and progress tracking. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 3+ years relevant work experience within customer industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent certification. Demonstrated ability to influence strategic decisions, constructively challenge customer thinking and build consensus across executive, business and technical stakeholders. Strong communication and presentation skills, with the ability to work effectively with both technical and non-technical audiences.

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