Service Administrator and Customer Success Account Manager

at  ITC WORLDWIDE

ITC is on a mission to provide every organization relentless Technical Service and Support for their ERP & CRM Business Applications.

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

Microsoft Service Hub

• Getting Started With On-Demand Assessments
• Incident readiness
• Services Hub Connector
• Collaborative Programs
• MMA to AMA Migration Process
• Update Assessment Extensions
• Configure Microsoft On-Demand Assessments
• Working with Assessment Results
• Change Management Certification (e.g., Prosci).
• Major Incident Management
• Atlassian Cloud Suite -ITSM

ROLE DEFINITION

Services Admin manages the User Enablement of the Technical Service and Support.
Services Administrators are unique roles that are defined by the Support agreement. The Services Administrator role priorities are Entitlement Administrator and User Enablement in the Services Hub.
There may be one or more Services Administrators.
The Service Administrator role is viable to all customers.
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!

RESPONSIBILITIES

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.

Partner Engagement

• 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%.