Customer Success Account Manager

ABOUT PENTA CONSULTING
 

At Penta Consulting, we believe technology reaches its full potential when powered by the right people. As a leading provider of Technology Resource Solutions, we connect businesses with top-tier talent to drive digital transformation and innovation. 
 
With over 28 years of experience, we’ve built a global reputation for delivering high-quality expertise across key areas such as software development, artificial intelligence, project management, cloud computing, cybersecurity, enterprise architecture, and data analytics. 
 
Our clients span the globe, relying on our team of specialists to deliver tailored, impactful solutions. We’re proud to be a trusted partner in helping organisations stay ahead in a rapidly evolving digital landscape. 
 
If you're looking to join an award-winning, forward-thinking, and solution-focused team, Penta Consulting is the place to grow your career. 

 

KEY STAKEHOLDERS 
 

Customer executives and senior business leaders, customer technical and operational stakeholders, strategic partners, Executive Management Team, Sales Leadership, Account Management, Delivery, Operations, Technology, Finance and relevant solution specialists

 
JOB PURPOSE 

 

As Customer Success Account Manager, you will be an integral part of the customer account team, leading the delivery of measurable value and business outcomes for Penta’s customers. You will build strategic relationships across customer success, technical, business and executive stakeholders, including partners, and align Penta’s solutions and capabilities with each customer’s objectives.

Working in partnership with account leaders and key stakeholders, you will develop and deliver strategic customer success roadmaps, prioritise engagements, lead programme planning and customer-facing reviews, and manage expectations against agreed outcomes and account priorities. You will use data analysis, customer feedback and cross-functional insight to identify, monitor and mitigate blockers to adoption, consumption and ongoing customer success.

 

DUTIES & RESPONSIBILITIES 

 

As Customer Success Account Manager, you will lead strategic customer success activity and orchestrate the people, plans and resources required to deliver agreed business outcomes. Your key duties will include:

• Build and nurture strategic relationships with key customer stakeholders, partners and internal teams, guiding conversations towards customer business objectives and maximising value from their investment in Penta.
• Develop a thorough understanding of each customer’s business and technology objectives, industry context, priorities and measures of success.
• Lead business-value discussions with senior and executive stakeholders, translating complex information into clear, persuasive narratives and recommendations.
• Align Penta solutions, cross-functional capabilities and the current portfolio of work with customer objectives and agreed account priorities.
• Develop, maintain and execute Customer Success Plans and strategic roadmaps that define outcomes, priorities, responsibilities, milestones and measures of value.
• Lead programme planning and customer-facing programme reviews, ensuring progress, decisions, risks and next steps are clearly understood.
• Orchestrate solution delivery across diverse internal and partner teams, securing the right expertise and resources to support customer outcomes.
• Proactively identify, monitor and resolve actual or potential blockers to adoption, consumption and value realisation.
• Use customer feedback, operational insight and data analysis to assess customer health, identify trends and generate solutions that improve outcomes.
• Partner with customers to optimise usage, support effective change and strengthen adoption of agreed solutions and services.
• Influence stakeholder expectations, navigate competing priorities and make informed decisions in fast-paced or high-pressure situations.
• Identify opportunities for business growth and expanded customer value, collaborating with account leaders to progress appropriate strategies.
• Maintain high standards of delivery quality, governance, communication and operational excellence throughout the customer lifecycle.

 

EXPERIENCE AND QUALIFICATIONS

 

Essential: 

• Strong and proven experience in customer success, solution delivery, practice management, customer-facing consulting or portfolio management.
• Demonstrable success in building trusted relationships with senior business, technical and executive stakeholders.
• Experience developing and executing customer success plans, strategic roadmaps or complex programmes focused on measurable business outcomes.
• Ability to orchestrate delivery across cross-functional teams, partners and multiple stakeholder groups.
• Strong analytical capability, using data and customer feedback to identify trends, diagnose issues and generate practical solutions.
• Excellent communication, influencing and problem-solving skills, with sound judgement and confidence in fast-paced environments.
• Experience supporting change, adoption, customer health, delivery quality and value realisation.

Desirable:

• Strong and proven experience within the relevant customer industry.
• Experience working with technology, cloud, digital transformation or managed-service portfolios.
• Experience coaching colleagues in executive communication, stakeholder engagement or customer success practice.
• Relevant professional certification in service management or project management.

Qualifications:

• Master’s degree in Business, Sociology, Psychology, Computer Science or a related field, together with strong and proven relevant experience; or
• Bachelor’s degree in Business, Sociology, Psychology, Computer Science or a related field, together with strong and proven relevant experience; or Equivalent practical experience.
• ITIL Foundation or an equivalent service-management certification is desirable.
• Project Management Institute (PMI) certification or an equivalent project-management qualification is desirable.

 

THE IDEAL CANDIDATE

• A strategic, customer-focused professional who can connect technology and service capabilities to clear business outcomes.
• A trusted adviser who builds credibility with senior leaders, responds professionally to concerns and remains composed under pressure.
• An influential collaborator who works effectively across teams and networks to achieve impactful outcomes.
• A creative and inclusive thinker who uses ingenuity to improve products, services, initiatives and customer experiences.
• A confident decision-maker who diagnoses issues, evaluates alternatives and balances trade-offs at pace.
• An analytical problem-solver who turns varied information into practical, value-adding solutions.
• A strong advocate for Penta’s mission and values, able to craft clear and persuasive customer narratives.
• An operationally disciplined leader who champions customer health, delivery excellence, quality and continuous improvement.
• Adaptable and change-oriented, with the ability to define and implement effective procedures or approaches in evolving environments.