Veraqor Hiring for Customer Success Account Manager (CSAM) Full Time

Position Title: Customer Success Account Manager (CSAM)

Location: United States (Preference on East Coast)

As the Customer Success Account Manager, you are well-versed in cloud adoption, program delivery management practices, and technology trends. This is an exciting role that will help fuel customer success through your leadership with business and customer growth!

The CSAM is accountable for end-to-end service program delivery within an assigned portfolio of existing strategic customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The CSAM serves as the primary leadership point of accountability and/or escalation for its portfolio of customers. The CSAM is responsible for driving customer satisfaction, customer effective use of Veraqor solutions, consumption, growth with fulfilling any Support contractual obligations, and the governance of delivery for their portfolio of accounts led through DMs.

Key responsibilities include:​

Customer Relationship Management:​

·       Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed. ​

·       Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of Customers.​

Account Orchestration:

·       Orchestrating technical teams to help solidify the path to the complex yet exciting journey that is digital transformation strategic customers in partnership with Veraqor (TSP, CSA, DM, SSP, etc.).

·       Anticipates the internal mindset blockers and drives the case for technology change and innovation.

·       Develops and leverages references and case studies. Assess, identify, and leverage the customer’s official and unofficial technical decision-making structures and processes.

Account Planning:​

·       Bring Customer and industry insights to the Account Planning rhythm for strategic Customers​.

·       Develop Customer Account Plans that align the vision for Veraqor offerings with Customer objectives and strategies.​

·       Develop and support in portfolio prioritization and planning of Customer engagements to achieve Customer objectives and value.​

Opportunity and Pursuit Management:​

·       Instill a team culture of identifying and sharing Customer insights and opportunities with the broader Account Team.​

·       Drive partnership with internal Account Teams to identify, create, and support the pursuit of growth opportunities across the Practice. ​

Consumption and Delivery Execution:​

·       Effective delivery against their portfolio of prioritized solutions through DM and workloads to drive Customer value realization and Veraqor revenue consumption.​

·       Anticipate, identify, and mitigate blockers to Customer success goals and partner with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.​

Skilling:​

·       Hire, on-board, develop and manage a diverse and inclusive team of Customer Success Account Managers; lead and motivate this team to high-performance.​

·       Develop and execute skilling plans for oneself to build technical and professional expertise in alignment with business priorities. ​

Interpersonal Skills:​

·       Create clarity and shared understanding; generate positivity, deliver success through a “growth mindset”.​

To be effective as a CSAM, you will be able to influence across organizational boundaries.

Experience: ​6+ years of solution delivery, practice management, customer-facing consulting, or portfolio management experience

Change: Experience driving business change management and/ or technical adoption required​.

Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required​

Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skills required​.

Technical acumen with your:​

·       Proven ability to map Customer needs to solutions required​.

·       Understanding of Enterprise cloud workloads required​

·       Ability to stay up to date on new/ improved cross-cloud scenarios and workloads required​.

·       Empathy, curiosity, and desire to constantly improve, acquire new skills, and drive for results required​.

Education​:

·       Bachelor’s degree in computer science, Information Technology, Engineering, Business, or related field (or equivalent experience) required​.

·       PMP or other project management certification preferred.

·       Information Technology Infrastructure Library (ITIL) Foundation certification preferred.

·       Prosci or equivalent change management certification preferred.

·       Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data Science, Machine Learning, or Artificial Intelligence.

·       Additional training or education in business, sales, or marketing preferred.