CPS Account Program Manager at Collibra in Remote, USA

Job description

• The Account Program Manager (APM) serves as the strategic partner and relationship manager for Collibra Public Sector’s Federal customers. This role is integral to ensuring customer satisfaction, driving adoption, and delivering value from Collibra’s solutions while collaborating closely with our Services and other GTM teams to create a seamless and resilient customer journey. This role directly influences retention, advocacy, and long-term account success.
• In this role, you will bridge the gap between customer mission needs and our software solutions, coordinating the technical team towards delivering successful implementation, adoption, and value. The APMs primary responsibility is to partner closely with sales, services, support, customer engineering, and product teams to proactively safeguard account health, revenue, and customer satisfaction, by proactively identifying and mitigating risk, preventing and managing escalations, and assessing customer health.

Responsibilities

• Relationship building and management
• 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.
• Advocacy and operational readiness
• 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.
• Planning and project management
• 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.
• Health assessment and risk prevention
• 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.
• Escalation prevention and management
• 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.

Requirements

• 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
• 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

Skills

Required

• Fast learner
• Data management

Benefits

• Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits.
• We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.
• The standard base salary range for this position is $104,000 - $130,000 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.
• In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.