• Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s) • Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage • Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value • Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests • Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions • Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements • Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs • Escalate appropriate retention efforts to their manager • Participate in Root Cause Analysis including incident and problem management activities • Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis • Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results • Dedicate yourself to becoming well-versed in the SLED and FED procurement processes • Clearly and professionally communicate with customers • Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency

• Own and nurture long-term customer relationships across a portfolio of accounts, serving as a trusted partner. • Spend significant time engaging directly with customers to understand their operations, challenges, and evolving business goals. • Identify and drive revenue growth opportunities within existing accounts, including expansions, add-ons, renewals, and cross-sell opportunities across hardware and software solutions. • Lead customer-facing meetings and presentations. • Be accountable for customer-related commercial KPIs, including renewal rates, expansion pipeline, and Salesforce data accuracy. • Partner closely with Sales, Project Management, Support, and Product teams to align customer needs with OPTEL’s solutions and roadmap. • Monitor account health and proactively mitigate risks to retention and satisfaction. • Maintain disciplined Salesforce usage, ensuring activities, opportunities, forecasts, and customer insights are consistently tracked and up to date. • Advocate for the customer internally while balancing OPTEL’s commercial and strategic objectives (Voice of customer).

Role Description We’re looking for an experienced Partner Success Manager to join our Partner Success department as the first regional hire in APAC. This person will bring strong Services and Partner experience and will operate at a high level very quickly. This role will report to the Director & Global Head of Partner Success (based in North America). This person will own a portfolio of Partners from a Services/delivery perspective and act as their strategic advisor. They will drive scale and maturity to help their Partners deliver high-quality results for our customers while expanding their Workato practice. Internally, this person will work with other partner functions (Partner Sales, Enablement, Experience, Operations) and key teams at Workato (Sales, Customer Success, and Professional Services). Externally, this person will work with partner leaders (executives, practice owners, technical leads, project managers, etc.), and will also interact directly with prospective & existing customers as needed. This role will be critical in building and scaling the global Partner Success department - creativity and hard work, combined with relevant (and successful) experience are essential. Primary responsibilities (~70% of your time) - Own a portfolio of Workato partners and drive them to achieve two primary goals: - Scale & mature your partners’ Workato practice - specifically, guide many of Workato’s highest priority Partners (GSIs, large SIs, and priority boutique SIs) - Deliver consistently high-quality outcomes for our joint customers - To achieve these two goals, some of the primary day-to-day activities may include: - Scale & mature their Workato practice (the “Program Perspective”) - Build strong relationships with key leaders within your Partner organizations - Act as a strategic advisor to your partners: - Advise on practice/org structure, key offerings, and end-to-end Services methodology/related motions - Conduct partner QBRs & health reviews - Help your partners navigate Workato’s internal process (certifications, co-delivery motions, Product updates, etc) - Deliver consistently high-quality outcomes for our joint customers (the “Project Perspective”) - Help partners win key deals: - Work with Partner Sales to guide partners to deliver high-quality & compelling proposals (validate proposals, align with internal teams on co-delivery plans, etc) - Monitor all projects led by your Partner: - Support any escalated/Red/Yellow projects, ensure metrics are tracked and reported, etc - Ensure close alignment between your Partners and the account teams (CSM, Account Executives, Professional Services, etc) - Act as an internal expert & advocate for your Partners - Identify & track potential opportunities to bring your Partners into and coordinate with other internal teams to assess fit & handle logistics - Advocate for what your Partners need from Workato while balancing accountability and prioritizing the customer Secondary responsibilities (~30% of your time) - Guide internal teams on Partner Success processes & ensure compliance - Rollout new programs/processes and ensure key audiences are informed - Support leadership with department building & other activities - Help define new programs, build processes & assets, track data, etc - Ensure system compliance for data cleanliness & analysis - Support other Partners outside your core portfolio - Ad-hoc support for individual partners and/or programmatic/high-volume support for partners without a dedicated Partner Success Manager - Build strong relationships with internal teams & leaders (Partner Sales, Partner Enablement, Sales, Professional Services, Customer Success, etc.) - Stay up to date on Workato Product offerings & positioning - Attend in-person events as necessary Qualifications - Deep experience & track record of success in an Enterprise SaaS environment (often 8+ years, though responsibilities & results are more important than years), working in or alongside the following roles: - Partner Success, Professional Services, Customer Success, Partner/Alliances/Channel Sales and/or supporting Partner functions, Software Sales, or similar roles - Strong Professional Services experience, including some or all of the following: - Building/scaling delivery practices (org design/hiring, building offerings with scope/pricing, etc) - Services GTM experience (managing sales cycles, scoping engagements, delivering proposals including staffing/scope/budget/timeline, writing SOWs/contracts, driving expansions/extensions) - Project management (ownership of scope/budget/timeline, oversight of delivery teams and SDLC/quality control, escalation management/project recoveries, formal certifications like PMP) - Experience working with or within Partner organizations in an Enterprise SaaS environment, including some or all of the following: - Experience managing a portfolio of global or enterprise partners (GSIs, SIs, etc) - Strong understanding of partner-driven revenue models (sourced vs. influenced) - Ability to align partner success activities to pipeline, bookings, and expansion - Experience enforcing certification requirements, co-delivery rules, etc - Joint Partner + Internal Professional Services co-delivery approaches/engagements - Technical experience/background: - iPaaS / Enterprise Orchestration knowledge: enough technical fluency to assess delivery approaches, quality controls, and realistic staffing/timelines for integration/automation projects - Experience with hands-on software implementation, architecture design, or similar technical roles - Other experience: - Consulting: Experience guiding others on best practices to implement your recommendations - Program design/rollout/change management: Experience building and launching new processes/programs, handling objections, and driving adoption across internal & external teams - Department contributions: Track record of going above and beyond to contribute to department success & scale (creating repeatable processes, providing creative ideals/solutions, etc) - Data analysis & usage: Experience collecting data, establishing & tracking metrics, using data to identify insights and translating into action plans Requirements - Excellent at execution: highly organized without needing others to, enjoys the tactical details/logistics of operations, and always delivers results - Strong work ethic: always meets deadlines and can be counted on when things get busy - Attention to detail: obvious whether designing processes, analyzing data, or writing an email - Communication: very comfortable leading executive-level meetings/presentations, writes and speaks clearly, proactively communicates status & needs - Relationship Building: creates and maintains close relationships with key individuals - Learning: able to learn new technologies, open-minded and flexible - Creativity: generates ideas, solves problems, suggests unusual approaches - Logical Decision Making: understands priorities and makes decisions with the big picture in mind - Collaboration: a team player that prioritizes results and can influence others without authority to define and drive toward a joint vision - Comfortable with ambiguity: able to remain effective in new environments without defined playbooks

Role Description The Consultant - Customer Success Manager (Adobe Practice) performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The Customer Success Manager supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. - Client Relationship Leader/Driver - Proven ability to work independently to understand client business objectives, success criteria, and value realization opportunities. - Able to drive the Relationship Leader translation of client strategic goals into measurable value outcomes and success metrics. - Demonstrates deep understanding of customers' business processes, organizational culture, success challenges, and value drivers. - Manage account relationships with appropriate client stakeholders, providing regular status updates on value realization progress. - Value Analysis/Solutions/Outcomes - Able to take client business objectives and turn them into comprehensive Value Realization programs, including success metrics, measurement frameworks, and timeline milestones. - Evaluate information gathered from multiple client sources, reconcile conflicting priorities, decompose high-level business goals into actionable value drivers, and abstract tactical activities into strategic value narratives. - Proactively identify and communicate value realization opportunities and risks to client. - Own and monitor client success metrics and key performance indicators to ensure all deliverables demonstrate measurable business value. - Communication & Stakeholder Management - Ability to communicate effectively across multiple client constituencies to support Value Realization objectives and organizational change. - Ability to engage business sponsors and executive stakeholders to drive adoption and realize targeted business outcomes. - Take and distribute meeting notes and value realization reports after all client interactions, and follow through on success plan execution. - Grow client relationships in terms of value delivery, satisfaction, and long-term strategic partnership. - Strategic Value Thinker - Serve as a Value Realization thought leader for assigned client engagements by implementing success frameworks and measurement capabilities that align with overall business strategy. - Understand the client's business objectives and proactively manage client and consulting team expectations around value delivery timelines. - Problem Solver & Success Advocate - Proven experience using structured, disciplined approaches to solving client adoption challenges, value measurement problems, and success barriers. - Ability to head off potential client satisfaction issues before they materialize and have strong client advocacy skills. - Documentation & Reporting - Strong skills to produce necessary Value Realization documentation, including success plans, value measurement frameworks, ROI reports, adoption metrics, and executive dashboards. - Support the account team in developing value realization briefs, success statements of work, and measurement templates and tools. Qualifications - 2-4 years of Customer Success or Account Management experience in client-facing roles in consulting or agency settings. - Experience with Value Realization methodologies, ROI measurement, or business outcome tracking. - Conducting client workshops and stakeholder sessions to define success criteria and value metrics. - Basic understanding of business case development and value measurement frameworks. - Client relationship management and stakeholder engagement experience. - Success plan development and execution. - Understanding of consulting delivery methodologies and client engagement processes. - Experience with customer success platforms (e.g., Gainsight) and measurement tools. - Strong analytical skills with the ability to translate data into actionable insights. Requirements - Preferred Bachelor's Degree Desired. - Understanding of change management principles and adoption methodologies. - Experience in client budget management and commercial discussions. Company Description Acxiom is an equal opportunity employer, including disability and protected veteran status (EOE/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status. Attention California Applicants: Please see our CCPA/CPRA Privacy Act notice here. Attention Colorado, California, Connecticut, Maryland, Nevada, New Jersey, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact recruit@acxiom.com.