Manager : Customer Success Account Management (Public Sector)

Full Job Description

The CSAM Manager is accountable for driving the three core tenants of Customer Success Account Management, demonstrating and owning critical partnerships with internal and external stakeholders across these. The CSAM Manager has direct people management responsibility, leading a team of Customer Success Account Managers to drive the core areas: AI Transformation: helping customers transform their organisations through AI, translating strategic ambition into business outcomes. Driving executive engagement, organisational readiness, adoption, governance, and long-term value realization. Also fostering a culture of innovation and AI learning within the team. helping customers move from AI ambition to measurable business outcomes through adoption, governance, value realization, and executive leadership. Consumption & Usage Excellence: driving value with our customers on the technology investments they have made, representing customer success through all deal phases. Protecting future business and driving net new opportunities through strategic engagement and leading a team of CSAMs who are trusted advisors to their customers. Customer Health Excellence: strategically engaging with customers pro-actively on their Cloud & Security health, leadership on Crisis Excellence and managing risks through project and service delivery. Building a high performing team that is diverse and inclusive. Ensure the team delivers high quality production deployments that are resilient and successful. We are looking for a highly motivated and passionate business and people leader to lead a team and a portfolio of accounts with a significant amount of cross-functional cloud services, enabling cloud adoption and success for our customers. Business Leadership: Experience in customer success as described by the core tenants above, technology sales, consultative or program delivery, preferably within Enterprise Public Sector. The ability to demonstrate capability in managing within complex environments, at scale, across complex projects and support engagements. People Leadership: Experience in directly managing people and virtual teams across functions, being able to demonstrate leadership in driving an inclusive and collaborative culture, driving teamwork, diversity and cross-team alignment. Ability to inspire teams and manage complex people dynamics. Driving Change: Experience in driving transformation, organizational and business change while delivering results with customers and within an organisation, demonstrating experience of driving change or adoption of technology with customers. Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers and proven ability to influence across organizational boundaries is key. Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required. Business & Technical acumen by demonstrating: Proven ability to map the customer's needs to solutions, understanding Enterprise cloud workloads and an ability to stay up to date on Cloud and Industry Scenarios and workloads. Empathy, curiosity, the desire to constantly improve, acquire new skills and drive for results. Industry: A desire and passion to work in the Public Sector. Education: Bachelor's degree, beneficial within Computer Science, Information Technology or business. Desirable but not essential.

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