Customer Success Specialist
Illumina Technology Solutions
Job Level
Lead
About the role
- Lead strategic client engagements as an Associate Principal consultant while owning people management.
- Build 1:1 relationships with consultants, providing guidance and mentorship.
- Drive quarterly career development discussions with direct reports.
- Act as go-to for people escalations and partner with Client Partners for account escalations.
- Manage time-off requests and timesheet approvals.
- Contribute to knowledge management and share best practices.
- Serve as Associate Principal Business Strategist or Solution Architect for assigned accounts.
- Lead discovery, solutioning, and change management to help clients achieve goals.
- Use expertise in Braze and adjacent platforms (CDPs, data warehouses, middleware) to craft solutions.
- Manage multiple accounts simultaneously and troubleshoot complex escalations.
- Identify opportunities within existing accounts and drive new work.
- Support operations in staffing and maintain staffing notes.
- Lead or co-lead office hours sessions for team knowledge sharing.
- Occasionally travel up to 20% within the United States, including Indianapolis HQ onboarding.
- Perform additional duties as assigned.
Requirements
- A minimum of 5 years of hands-on experience with marketing technology and customer engagement implementations
- A minimum of 3 years of direct people management experience
- Availability travel around 20% to various locations. This includes travel to our Indianapolis headquarters during onboarding and occasional travel to client sites
- Proven experience concurrently leading multiple account teams through various phases of the project lifecycle, including requirements definition, risk analysis, customization, testing, training, and rollout.
- Ability to adapt and consult on areas or new technologies that may be unfamiliar to you, embracing challenges with enthusiasm and curiosity.
- Proven ability to track and report account progress, risks, and issues, proactively identifying and addressing roadblocks and obstacles to ensure account success.
- Confidence in conveying complex ideas and technical concepts clearly and concisely to both technical and non-technical stakeholders.
- Strong prioritization and time management skills, thriving in a deadline-driven environment.
- Ability to articulate marketing technology best practices and translate them into practical implementation recommendations.
