CPS Account Program Manager

Headquarters: Remote, USA Joining Collibra’s CPS Account Program Manager team 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 for Relationship building and management Serve 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 readiness Provide 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 management Coordinate 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 prevention Identify 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 management Act 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 have 5+ years of experience in a technical customer-fac