Customer Success / Key Account Manager

Position Summary

The Customer Success and Key Account Manager is a mid-level position who will serve as the functional relationship owner to successfully engage and expand client relationships and to ensure clients derive maximum value from our services. This role is ideal for a professional with strong consulting and client-facing experience who thrives in a fast-paced environment, is a quick learner, and can confidently manage both strategic and tactical responsibilities.

Responsibilities

Customer Success - Client Management

Work closely with clients to identify needs and consult on best practices for solutions and setup.
Serve as the primary point of contact for assigned client accounts, building and nurturing long-term relationships.
Conduct regular check-ins, status meetings, and strategic business reviews with clients to ensure alignment and satisfaction.
Monitor the health of engagements to ensure consistent quality of delivery and alignment with client expectations.

Internal Collaboration and Alignment

Work closely with delivery, operations, and leadership teams to ensure seamless coordination between internal and client teams.
Proactively communicate client expectations, project developments, and potential risks to ensure transparency and collaboration.
Coordinate and follow up on administrative needs such as contracts, SOWs, invoicing, and billing queries.

Program & Engagement Oversight

Track engagement milestones, timelines, and deliverables to ensure successful program outcomes.
Support or lead client reporting efforts, performance updates, and post-engagement evaluations.
Identify and address any blockers or issues promptly, escalating as needed.

Account Growth & Opportunity Management

Identify new opportunities within existing accounts by understanding client challenges and emerging needs.
Scope new engagements or service extensions, develop proposals, and present solutions to clients.
Collaborate with resourcing teams to allocate internal talent once additional scopes are awarded.

Required Skills and Experience

BS/BA or in Business Management, Marketing or Computer Engineering or related field or have equivalent work experience in lieu of a degree in the Enterprise Cloud Solutions consulting.
4+ years of experience in customer success, account management, client services, or consulting roles.
Ability to create and maintain a professional rapport which allows identifying new business.
Proven experience in a client-facing role, ideally within a professional services, SaaS, or consulting environment.
Demonstrated ability to manage multiple accounts and workstreams simultaneously with excellent follow-through.
Optimize growth funnels through data analysis and client research.
Strong interpersonal and communication skills; able to engage both executive stakeholders and delivery teams effectively.
Strong problem-solving skills and a proactive, can-do attitude.
Ability to synthesize information quickly, grasp complex topics, and translate between technical and business stakeholders.

Desired Qualifications

Solid understanding and EXPERIENCE with Oracle Primavera P6 is a MUST.
Data Center or large Commercial Construction experience a plus.
Familiarity with other project management tools or delivery models helpful.
Previous roles working as a consultant or staff engagement manager required.
At least an intermediate level in using Google platform.

Travel

Domestically within the USA can be from 5 to 50% at peak times, but with a fair notice.

Gaea Global Technologies Inc., provides a complete and comprehensive portfolio of benefits to include Medical, Dental, Vision, Supplemental Life, a company-matched 401(k), short & long-term disability, and many others.

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