Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

As a Customer Success Manager, you’ll be managing a few of our Enterprise/Named clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Leverage CA Technologies digital ecosystem to deliver a positive and integrated customer experience; and executes on programs to help drive adoption and ensure positive renewal outcomes. Gains and leverages account intelligence to drive best practices which helps customers maximize value both real and perceived of licensed software.

Key Responsibilities

• 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.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle
• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand your customer's business strategy and measurements for success 
• Quarterbacking experiences by various cross-functional teams at CA Technologies, on behalf of the customer
• 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.

Qualifications:

• Ability to communicate effectively at all levels including senior management and technical personnel.

• Typically 2 or more years of experience in the IT industry in a customer facing environment with a broad understanding of IT infrastructures.

• BA/BS (MBA/Master preferred)
• Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong leadership skills
• Impressive executive presence and communication abilities
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Passion for technology and for being a part of a fast-growing organization
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

More About Working at CA:

CA has earned scores of Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Anniversary Service and Sick Days, 401(k) Plan, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program.