Note: The job is a remote job and is open to candidates in USA. Collibra is a company focused on delivering value through its solutions in the Public Sector. The Senior Account Program Manager serves as a strategic partner and relationship manager for federal customers, ensuring customer satisfaction and driving adoption while collaborating with various teams to create a seamless customer journey.
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
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
- Knowledge of government hierarchy and operations
- A solid technical background in data management
- Active or eligible U.S. Government security clearance
- Superb 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
- 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
Benefits
- Bonus potential
- Equity for eligible roles
- A Flex Fund monthly stipend
- Pension/401k plans
Company Overview
Collibra delivers an end-to-end Data Intelligence platform to accelerate digital business transformation. It was founded in 2008, and is headquartered in Brussels, Brussels Hoofdstedelijk Gewest, BEL, with a workforce of 1001-5000 employees. Its website is https://www.collibra.com/us/en/.