Join SADA as a Customer Success Executive!

Your Mission 

Within our Customer Success Group, SADA is looking for highly effective business and technology leaders to become Customer Success Executives for our strategic growth customers. As a Customer Success Executive, you have broad business acumen and cloud knowledge and will lead executive level conversations to identify opportunities to create, capture, and showcase value.  Ultimately, your primary responsibility will be to unlock growth in our largest strategic customers, own the customer success strategy, and drive value realization for our customers and for SADA.

Our Customer Success group’s ultimate mission is to ensure the lifelong success of our customers and empower them to utilize the full potential of Google solutions and SADA services to power their business. Our organization is growing our Customer Success Executives team, a group of experienced client service leaders and strategists who directly partner with only SADA’s select accounts. 

Responsibilities 

• Own a few very select strategic accounts and customer relationships within your portfolio, leading both the customer and internal professional services and support teams toward success
• Set strategic direction in customer’s use of Google Cloud Platform (GCP) and SADA professional services to address business challenges via a prescriptive customer success strategy and best practices
• Develop action plans to increase business value with Google Cloud technologies, promoting GCP products and SADA services to address customer’s future growth objectives
• Develop strategic account plans, outcomes and measurable objectives with (“success criteria”) and hold customer and SADA accountable to delivering against success criteria
• Drive executive alignment and provide transformational direction, making certain the full capabilities of Google Cloud are being employed everywhere there is value
• Engage across the customer’s organization and work cross functionally within SADA to identify opportunities and risks, and present recommendations & solutions
• Coordinate, manage, and participate in leadership roundtable between customer, SADA, and Google 
• Work with the customer to develop roadmap and adoption strategies to further develop GCP native products and services. Leverage SADA alliances as appropriate to drive transformational objectives. 
• Own outcomes including escalation / risk management and mitigation, customer’s value realization, and customer & SADA’s mutual success
• Lead the delivery of quarterly strategic business reviews, executive presentations, alignment calls, working cross functionally both internally and externally 

Pathway to Success 

#ThinkOneStepAhead: At SADA we are in the business of change. We are focused on leading-edge technology that is ever-evolving. We embrace change enthusiastically and encourage agility. This means that not only do our teams know that change is inevitable, but they embrace this change to continuously expand their skills, preparing for future customer needs. 

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to estimate accurately, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.

Expectations

Required Travel -  10-25% travel (at your discretion) to customer sites, conferences, and other related events. Due to the COVID-19 pandemic, travel has been temporarily restricted.

Customer Facing - You will interact with customers regularly, sometimes daily, other times weekly. You can expect to interact with a range of customer stakeholders, including executives, technical project managers, and engineers.

Onboarding/Training- The first several weeks of onboarding are dedicated to learning and will encompass learning materials/assignments and compliance training, as well as meetings with relevant individuals. Details of the timeline are shared closer to the start date. Due to the COVID-19 pandemic, all onboarding will be temporarily conducted remotely.

Job Requirements

Required Credentials:

• Bachelor's degree or equivalent practical experience
• 10-15 years of experience in client and account management or in a professional services practice lead role
• Experience driving digital / cloud transformations and managing initiatives across Engineering, Sales, Support, Professional Services, and distributed teams

Preferred Qualifications: 

• Excellent leadership, strategic account management and senior-level customer success management 
• Excellence communication and facilitation skills 
• Results-oriented problem solver with enthusiasm for customer success & excellence 
• Experience building effective relationships with stakeholders within across multiple industries
• Ability to facilitate communication between technical and business stakeholders
• Ability to develop teams and provide leadership to both formal and indirect reports
• Willingness to learn, collaborate, comfortable with ambiguity and changing priorities as part of the start-up culture, and possessing customer-centricity
• Experience helping customers drive effective decision making, prioritize initiatives and manage expectations
• Excellent at handling escalations and leading conflict resolutions