Note: The job is a remote job and is open to candidates in USA. Collibra is seeking an Account Program Manager to serve as a strategic partner and relationship manager for Collibra Public Sector’s federal customers. The role focuses on customer satisfaction, adoption, value realization, account health, renewals, project coordination, risk mitigation, and escalation management while collaborating with sales, services, support, engineering, and product teams.
Responsibilities
- Serve as the primary point of contact for assigned federal accounts, building trusted relationships with key stakeholders, system integrators and partners
- Establish long-term relationships within assigned government customers while developing an understanding of the client’s strategic goals and overall impact on business results
- Understand customers' business objectives, technical needs, and success criteria, aligning Collibra’s services to meet their goals
- Support renewals and expansion by demonstrating technical value and best practices
- Understand customer mission objectives and map them to product capabilities
- Provide guidance during onboarding, deployment, upgrades, and ongoing operations
- Coordinate technical discussions, architecture reviews, and solution design sessions
- Assist with documentation, technical presentations, and briefings for government stakeholders
- Coordinate product functionality and roadmap meetings between product customers and the customer
- Coordinate Support, Services and Customer Engineering on customer projects and initiatives by providing project leadership and guidance based on customer overall objectives
- Align services delivery with customer’s business needs by ensuring successful project execution and implementations are delivered on time, within scope, and aligned to customer goals
- Drive customer alignment on goals, success criteria, and acceptance milestones
- Track project progress and provide regular status updates to customers and internal leadership
- Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” in driving adoption of Collibra’s solutions
- Manage scope, risks, issues, and dependencies across multiple concurrent projects
- Deliver reports for customers as required based on business objectives
- Identify and track key customer risk indicators (usage, sentiment, support volume, executive engagement, compliance)
- Lead the effort with Sales and the technical teams to identify customer risk, performance issues, and opportunities for optimization
- Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience
- Advocate for customer needs internally, influencing product roadmap and prioritization
- Act as point of contact for managing escalations, coordinating cross-functional resolution with Support, Product, and Engineering
- Provide clear and constructive product feedback to Collibra’s Product Management teams based on customer use-cases and requirements
- Be a customer advocate to ensure that escalations are resolved in a timely fashion
- Understand your customers objectives and ongoing efforts
- Identify account risks and project blockers
- Attend account team meetings for assigned accounts
- Develop a Success Plan for each assigned customer based on their objectives and ongoing efforts
- Develop a remediation plan for customers at risk collaborating with the sales and technical teams
- Participate in account team meetings for assigned accounts
- Identify key customer contacts at all levels
- Begin to execute the Success Plan for each assigned customer
- Begin to execute the remediation plan for customers at risk collaborating with the sales and technical teams
- Lead account team meetings for assigned accounts
- Begin to develop a relationship with key customer contacts at all levels
Skills
- 5+ years of experience in a technical customer-facing role (TAM, Solutions Engineer, Systems Engineer, or similar)
- Experience supporting U.S. federal government customers (civilian, DoD, or IC)
- Strong understanding of enterprise software, SaaS, or cloud-based solutions
- Ability to explain complex technical concepts to both technical and non-technical audiences
- Experience working in regulated or high-security environments
- Excellent communication, organization, and stakeholder management skills
- Experience deploying enterprise solutions
- Knowledge of government hierarchy and operations
- Strong business insight and problem-solving skills with the ability to influence internal and external stakeholders at all levels
- Familiarity with compliance frameworks such as FedRAMP, NIST 800-53
- Experience with cloud platforms (AWS, Azure, or GCP), especially GovCloud or equivalent
- Experience working with system integrators
- A solid technical background in data management
- Active or eligible U.S. Government security clearance
- Because this role supports the U.S. government business, it is required that this candidate be a U.S. citizen who resides on U.S. soil
- Exceptional in communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships within government entities
- Fast learner with the ability to explain complex technical concepts to a variety of audiences
- Excellent in communication, organization, and stakeholder management skills
Benefits
- Bonus potential
- Equity for eligible roles
- A Flex Fund monthly stipend
- Pension/401k plans
- Health coverage
- Time off
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