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Customer Success Account Manager
2 months ago
- Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
- Coordinating the completion of the Signature Success catalog of services as required for your customer
- Providing timely, proactive feature guidance based on the areas of interest for your customer
- Acting as an advisor to your customers for the adoption of new features of annual release schedules and identifying potential challenges and risks to your customer's implementation
- Reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance
- Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
- During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
- Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
- 5+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers
- Solid understanding of HTML, CSS, and JavaScript.
- Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
- Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
- In-depth knowledge of database concepts and data management (RDBMS) and SQL.
- Experience in troubleshooting container and container management technologies such as Docker / Kubernetes.
