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Responsibilities
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. Account Program Managers at Collibra Public Sector are responsible forRelationship building and managementServe 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 readinessProvide 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 managementCoordinate 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 preventionIdentify 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 managementAct 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.You have5+ 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 solutionsAbility to explain complex technical concepts to both technical and non-technical audiencesExperience working in regulated or high-security environmentsExcellent communication, organization, and stakeholder management skillsExperience deploying enterprise solutionsKnowledge of government hierarchy and operationsStrong business insight and problem-solving skills with the ability to influence internal and external stakeholders at all levelsFamiliarity with compliance frameworks such as FedRAMP, NIST 800-53Experience with cloud platforms (AWS, Azure, or GCP), especially GovCloud or equivalentExperience working with system integratorsKnowledge of government hierarchy and operationsA solid technical background in data managementActive or eligible U.S. Government security clearanceBecause this role supports the U.S. government business, it is required that this candidate be a U.S. citizen who resides on U.S. soilYou areExceptional in communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships within government entitiesFast learner with the ability to explain complex technical concepts to a variety of audiencesExcellent in communication, organization, and stakeholder management skillsMeasures of successWithin the first 30 daysUnderstand your customers objectives and ongoing effortsIdentify account risks and project blockersAttend account team meetings for assigned accountsWithin the first 60 daysDevelop a Success Plan for each assigned customer based on their objectives and ongoing effortsDevelop a remediation plan for customers at risk collaborating with the sales and technical teamsParticipate in account team meetings for assigned accountsIdentify key customer contacts at all levelsWithin the first 90 daysBegin to execute the Success Plan for each assigned customerBegin to execute the remediation plan for customers at risk collaborating with the sales and technical teamsLead account team meetings for assigned accountsBegin to develop a relationship with key customer contacts at all levelsCompensation for this roleThe 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.Benefits at CollibraCollibra 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.At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.
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