Drive customer adoption and success with CA Technologies solutions within a defined geographic region and/or set of customers.
Understand customer’s overall use of CA Solutions, Services, Education and Support services.
Understand customer’s business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes with licensed CA Technologies solutions.
Act as internal advocate across CA businesses to ensure the appropriate resources are engaged to address specific product obstacles impeding customer’s adoption.
Provide proactive Onboarding support to designated customers as new CA solutions are acquired to ensure a positive customer experience and expedite time to value with new solution.
Promote customer participation in CA Communities and use of available knowledge base and online support tools such as CA Support Online.
Drive renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.
Understand and document adoption and relevance of all licensed CA Technologies solutions for assigned accounts through GainSight and ensure internal stakeholders (CPM, Strategists, etc) are aware of any limitations to adoption or risks to renewal.
Coordinate adoption-enhancing activities to mitigate any identified risk.
Build and maintain strong working relationships with colleagues in Sales, Services, Support, SaaS Operations, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.
Ensure notification of major software releases and any End of Service/End of Life announcements are delivered appropriately to the customer.
Bachelor’s degree or global equivalent in business or IT-related field.
Typically 2 or more years of experience in the IT industry in a customer facing environment with a broad understanding of IT infrastructures.
Skills & Competencies
Ability to communicate effectively at all levels including senior management and technical personnel.
Ability to work within a fast paced and dynamic environment.
Ability to multitask.
Proven customer service skills.
Demonstrated strong communication skills.
Demonstrated proficiency with Microsoft Office Suite.
Must be able to manage and coordinate escalated situations