Google Account Manager and Transformation Lead

Maven Wave helps leading companies make the shift to digital and shorten the fuse to innovation. Maven Wave combines the expertise and discipline of top-tier consulting and the agility you’d expect from a cutting-edge technology firm. This multidisciplinary blend of skills allows us to create unique digital advantages for our clients. Maven Wave’s digital solutions are agile, mobile, rooted in analytics, and built in the cloud.

The Maven Wave Customer Success Services (CSS) Lead will work with our existing Google clients to increase adoption, ensure retention, achieve high client satisfaction and increase penetration of services and licenses. The primary responsibility will be creating and implementing strategies and plans to maximize client success, while also ensuring revenue renewal and growth. The Customer Success Manager will be a part of Maven Wave’s Google Enterprise practice.

* Lead / Manage Maven Wave Customer Success Services * Oversee the efforts to each CSS Customer, including those of the Maven Wave Solution Engineers assigned with supporting each customer and this CSS Lead. * Work with sales, deployment, solution engineering, change management and support to drive customer success. * Coach and mentor clients on Google’s best practices. * Engage across various roles with customers from the C-Suite level to IT technical team members to business leaders. * Work with clients on projects that are highly complex and visible. * Work with clients to Identify and implement operational process improvements and programs needed by our customers. * Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and satisfaction, and increasing penetration. * Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. * Develop, prepare, and nurture customers for advocacy. * Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. * Work to identify and/or develop upsell opportunities. * Advocate customer needs/issues. * Program manage account escalations. * Lead Transformation Lab workshops with customers.

**Required Skills / Experience:** * BA/BS degree or equivalent practical experience. * At least 8-10 years of experience in a consulting or managed services role with at least 2 years of account management experience. * Professional experience in at least one of the following areas: cloud computing, software as a service, compute/storage infrastructure, platform computing services, or related technologies. * Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention. * Proven ability to drive continuous value to our clients. * Familiarity working with large enterprise clients. * Impeccable written and verbal communication skills. * Detail oriented and analytical. * Strong team player but still a self-starter. * Thrives in a multitasking environment and can adjust priorities on-the-fly. **Preferred Skills:** * Proven ability to present technical materials effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and non-technical matters. * Ability to work well with a cross-functional and geographically dispersed team. * Strong account management or client service experience. * Hands-on experience in Google Apps, Cloud Services, Chrome. * Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.