Principal Customer Success Account Manager

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Customer Relationship Management Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans in support of customer security and resiliency needs and customer objectives specific to the customer's business transformation programs and common to the industry. Provides leadership to the team to execute support, security, and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality and secure solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations and incorporates a focus on security and resiliency. In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations 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. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account. Embraces the organizational and customer success strategy to maximize customer's investments and value. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health and security. Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers (including security and compliance concerns) to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Holds accountability for identified consumption milestones and their completion. Proactively drives business growth strategies. Bachelors or Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ 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. 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.