Customer Success Account Manager - pune, India - ITC WORLDWIDE

Description

ERP & CRM Business Applications.

In this Manager role you will help to recruit & lead a team of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Product Improvement. This opportunity will allow you to accelerate your career growth and hone your
customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
As a Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships.

The prevailing business priority is the customers successful adoption and productive use of AZURE/AWS/GCP cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more

Qualifications

We are looking for a highly motivated and passionate CSAM to drive program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently. As the CSAM you will drive consumption of managed service hours from Pilot to Production for customers cloud or on=prem engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

Bachelor's or Master ́s in Business, Engineering, Technology, or related field AND multiple years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
Experience in change management and/or technology adoption.
Fluent English is required for the role.

Experience Administering

Service Integration:

• Azue DevOps
• Confluence
• Jira Work Management
• M365 TEAMS + MS Project + MS Visio
• Dynamics 365 Business Central (Projects)
• Change Management Certification (e.g., Prosci).+
• Major Incident Management
• Atlassian Cloud Suite

Understanding the Customer
Utilizes information on customer business, needs, and strategy to support customer success.
Meets with and holds conversations with customer stakeholders and business decision
makers (e.g., Chief Technical Officers (CxOs)) to develop deep understanding of the customer
business, business outcomes, competition, and industry trends, challenging the customer as
appropriate. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Aligns with internal teams. Business Value Communication
Identifies and articulates business value of solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or ITC best practices, leveraging knowledge of the manufacturers product capability and scenarios to
support business outcomes.
Business Value Realization
Performs assessments and analyses to optimize ITC solutions against relevant business goals measured by business and adoption (of ITC Managed Technical Services) key performance indicators (KPIs), success measures, and customer expectations, as appropriate. Adapts
customer success plans for anticipated tradeoffs as needed. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, ISV Partners) and ensuring progress reporting.
Guiding Customer Strategy Influences customer strategy and future growth for ITC by cultivating customer preference for ITC programs/solutions that drive impact for the customer and establishing ITC as a leader through new reference cases. Provides feedback to ITC on customer development
needs. Resolves blockers as needed to guide customer strategy. Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets.
Engages with, leverages, and seeks to build relationships with relevant internal and external partners and/or Services to support business outcomes. Leverages strategic offerings for plays with partners based on knowledge of the customer. Builds a joint plan with partners.
Recommends partnerships with high strategic value and cultivates their support.
Cross-Team Collaboration
Leads and inspires internal and customer teams across functions to support business outcomes and enable execution of customer success through One ITC, and inform programmatic improvements. Identifies and integrates key stakeholders to support execution. Shares best practices and engages in global Customer Success Manager community.
Operational Excellence Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers through leveraging key tools, programs, and insights (e.g., End Customer Investment Funds (ECIF), Consumption and Renewal Review). Establishes and maintains governance processes. Leads rhythm of business (ROB), reports on overall health across territories within the Operating Unit (OU), interpreting and providing data-based insights focused on the business unit. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization. Execution Excellence
Ensures execution and assessment of the delivery of services/programs that drive customer objectives, outcomes, success, and help realize customer digital transformation (e.g., facilitating workshops), engaging other resources as necessary. Proactively guides customers in solving business issues, engaging other resources as needed. Change Management
Provides guidance to customer in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation. Guides execution by assisting customers in identifying resources, adoption
partners, and key success factors to ensure the customer is equipped to manage change. Leverages tools to accelerate customer time to value. Drives awareness of importance of change management in partnership with customer.
Customer Advocacy
Acts as the voice of the customer and Partner by driving new feedback, blockers, insights, resources, etc., across communities and internal teams (e.g., product teams, programs, policies, Engineering) so they can be added and prioritized, leveraging relevant tools (e.g., OneList). Drives action based on feedback and advocates on the customer's behalf to drive resolution. Brings in advocates to showcase success as references and advocates for
customers by sharing stories, learnings, and best practices.
Community Involvement
Actively participates in and contributes to relevant internal and external communities. Identifies trends across customers and customer audiences and connects them to relevant communities and programs (e.g., user groups, ITC Service YouTube Channel* ) to promote ITC Services & Support.
Technical Capability Building
Provides mentorship by participating in onboarding of new team members and guiding other team members in processes and scenarios. Participates in development opportunities and leverages partnerships with technical teams (e.g., Cloud Solutions Architects, Service & Support Engineering) to increase Customer Success discipline expertise, including technical
and product skills. Engages with customers to deepen competitive and strategic expertise. This role allows flexibility to work up to 50% or you may work from any ITC office. This role has required travel to customer sites as needed up to 50% delivery leader in our account team and a strategic partner to our customer