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Date: Mar 19, 2026
Location: Sydney, Australia
Company: TestCo Responsive Design
Description:
The Support Architect will provide high-touch strategic account management to a small portfolio of strategic enterprise customers by collaborating and building trust-based relationships at the executive level through a relationship strategy focused on mutual success. The focus of the Enterprise Account Management team is to increase the value derived by customers, maintain and grow customer satisfaction and renewal rates and ensure cross functional collaboration and long term executive engagement and sponsorship.
- Provide thought leadership and assume a key individual contributor role on the Enterprise Account Management team, which will drive improved NPS, referenceability and value derivation. This will include but not be limited to
- Drive executive steering committee meetings, quarterly ROI meetings, annual customer value workshops
- Partner with the Sales Manager and ISR to develop and execute on the account strategy
- Partner with the Platinum Support rep to ensure high impact semi-annual support health checks
- Partner with customers to drive engagement and value
- Engage customer early to understand their business objectives, measures of success and strategy to proactively position value and assist with execution.
- Proactively work with customers to reduce and/or expedite escalations and help facilitate proper ownership and resolutions.
- Own and manage communication and customer execution plan to ensure continuity and cross functional collaboration.
- Maximize impact of cross functional resources and personally intervene when appropriate
- Advocate on behalf of customers with product management, engineering and management for critical product enhancements and issue resolution.
- Conduct root cause and corrective analysis input to the support, development and PM teams driving continual process improvement making the customer experience more proactive, and predicable.
- Analyze data on usage, surveys and all other forms of feedback to form comprehensive point of view on customers.
- Report on health, propensity to renew and customer action plans.
- Complete customer health evaluations.
- Introduce customer to new products/services that match business needs and goals through coordinated engagements with sales.
- Successfully establish the customer as a reference account.
- Define and execute account strategy with sales RVP and reps for your accounts.
- Partner with reps to ensure appropriate sponsorship exists for assigned key accounts.
- Ensure appropriate engagement of cross functional resources to drive engagement, value and retention
- Travel up to 40%
- Create and maintain a rolling 4Q view of account portfolio
- Partner with the broader account team (sales, PS, CS, executives) to provide seamless customer interaction and escalation where needed
Qualifications:
- A previous enterprise account experience as well as a proven ability to excel at an individual contributor level in account management and influence key decision makers with a solid track record to foster and maintain senior relationships within key accounts .
- A minimum of eight to ten years experience in PS/CS, sales, account management or equivalent customer facing role.
- Can confidently and clearly articulate SuccessFactors’ value to senior executives within the customer account.
- Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
- Ability to organize, prioritize, complete activities and meet deadlines
- Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
- Proven ability to maximize delivery within cross-functional teams who have no direct reporting relationships through professionalism, professional courtesy and action.
- Requires strong oral and written communication skills (with two years experience working with external customers) with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
- Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
- Possess high degree of honesty, integrity and ability to maintain confidentiality.
- Requires the ability to acquire a thorough knowledge of our products and be able to communicate and demonstrate the value they provide.
- Ideally possesses analytics experience and can leverage pivot tables and similar tools
- Requires a 4 year college degree or equivalent business experience
Key Competencies for Successful Candidates
- Deep sense of accountability and ownership
- Bias for action
- Ability to engage with customer and company executives with transparency.
- Ability to drive cross functional teams and programs
- Rapport building & conflict management skills
- Capacity for creative/innovative thinking and analysis, removing roadblocks and solving problems.
- Sales and solutions focused
- Proactive and responsive
- Forward thinking
- Solution oriented
About SuccessFactors, an SAP Company
SuccessFactors is the leading provider of cloud-based Business Execution Software, and delivers business alignment, team execution, people performance, and learning management solutions to organizations of all sizes across more than 60 industries. With approximately 24 million cloud application subscribers seats globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise and best practices insights from serving our broad and diverse customer base. Today, we have more than 4,000 customers in more than 177 countries using our application suite in 35 languages.
For the most comprehensive cloud computing portfolio in the market, SAP Cloud delivers mature business applications that drive collaboration across a business and connect to partners. There are over 20 applications and suites in the SAP Cloud designed to optimize and manage a company’s most critical assets – its people, money, customers, and suppliers. And for those who prefer to run their entire business on a single, cloud-based software solution, we offer a suite that will surely meet your needs.
Our primary focus is on delivering beautiful products for our customers. When our customers win, we win. And we pride ourselves in delivering the most powerful software-as-a-service (SaaS) solutions on the market. As we like to say… our cloud strategy is BadAss SaaS. As an SAP company, the possibilities for growth, innovation, and impact are endless!
Are you ready? You are in for an exciting ride. SuccessFactors is known for its innovation, extraordinary leadership, and high-energy culture. We hire high-performing people that want to make a difference.
We expect all of our talent to be leaders – no matter what your role. We challenge ourselves and each other to swing big and take risks every day. We move fast, but we care about how we work with each other. It’s one of our core values – “No Jerks!”
In turn, our commitment to all employees is to provide the opportunity for personal and professional growth, recognition for real impact, and meaningful rewards for delivering amazing results! Employees truly are the heart of our success.
See what it's like to work at SuccessFactors- check out this video! http://youtu.be/eZarfkN4hUo
Connect with us! Learn more about the culture at SuccessFactors, an SAP Company, see pics of our global offices, talk to recruiters, and see real-time job openings:
Facebook: http://facebook.com/successfactorscareers
Twitter: http://twitter.com/CareersAtSF
YouTube: http://youtube.com/CareersAtSF
Linkedin: Search "SuccessFactors Careers"
Match yourself and your network on Facebook and Linkedin to open jobs at SuccessFactors using our new SocialMatcher tool: http://jobs.successfactors.com/social-matcher/
Requisition ID: 29519
The Support Architect will provide high-touch strategic account management to a small portfolio of strategic enterprise customers by collaborating and building trust-based relationships at the executive level through a relationship strategy focused on mutual success. The focus of the Enterprise Account Management team is to increase the value derived by customers, maintain and grow customer satisfaction and renewal rates and ensure cross functional collaboration and long term executive engagement and sponsorship.
- Provide thought leadership and assume a key individual contributor role on the Enterprise Account Management team, which will drive improved NPS, referenceability and value derivation. This will include but not be limited to
- Drive executive steering committee meetings, quarterly ROI meetings, annual customer value workshops
- Partner with the Sales Manager and ISR to develop and execute on the account strategy
- Partner with the Platinum Support rep to ensure high impact semi-annual support health checks
- Partner with customers to drive engagement and value
- Engage customer early to understand their business objectives, measures of success and strategy to proactively position value and assist with execution.
- Proactively work with customers to reduce and/or expedite escalations and help facilitate proper ownership and resolutions.
- Own and manage communication and customer execution plan to ensure continuity and cross functional collaboration.
- Maximize impact of cross functional resources and personally intervene when appropriate
- Advocate on behalf of customers with product management, engineering and management for critical product enhancements and issue resolution.
- Conduct root cause and corrective analysis input to the support, development and PM teams driving continual process improvement making the customer experience more proactive, and predicable.
- Analyze data on usage, surveys and all other forms of feedback to form comprehensive point of view on customers.
- Report on health, propensity to renew and customer action plans.
- Complete customer health evaluations.
- Introduce customer to new products/services that match business needs and goals through coordinated engagements with sales.
- Successfully establish the customer as a reference account.
- Define and execute account strategy with sales RVP and reps for your accounts.
- Partner with reps to ensure appropriate sponsorship exists for assigned key accounts.
- Ensure appropriate engagement of cross functional resources to drive engagement, value and retention
- Travel up to 40%
- Create and maintain a rolling 4Q view of account portfolio
- Partner with the broader account team (sales, PS, CS, executives) to provide seamless customer interaction and escalation where needed
Qualifications:
- A previous enterprise account experience as well as a proven ability to excel at an individual contributor level in account management and influence key decision makers with a solid track record to foster and maintain senior relationships within key accounts .
- A minimum of eight to ten years experience in PS/CS, sales, account management or equivalent customer facing role.
- Can confidently and clearly articulate SuccessFactors’ value to senior executives within the customer account.
- Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
- Ability to organize, prioritize, complete activities and meet deadlines
- Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
- Proven ability to maximize delivery within cross-functional teams who have no direct reporting relationships through professionalism, professional courtesy and action.
- Requires strong oral and written communication skills (with two years experience working with external customers) with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
- Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
- Possess high degree of honesty, integrity and ability to maintain confidentiality.
- Requires the ability to acquire a thorough knowledge of our products and be able to communicate and demonstrate the value they provide.
- Ideally possesses analytics experience and can leverage pivot tables and similar tools
- Requires a 4 year college degree or equivalent business experience
Key Competencies for Successful Candidates
- Deep sense of accountability and ownership
- Bias for action
- Ability to engage with customer and company executives with transparency.
- Ability to drive cross functional teams and programs
- Rapport building & conflict management skills
- Capacity for creative/innovative thinking and analysis, removing roadblocks and solving problems.
- Sales and solutions focused
- Proactive and responsive
- Forward thinking
- Solution oriented
About SuccessFactors, an SAP Company
SuccessFactors is the leading provider of cloud-based Business Execution Software, and delivers business alignment, team execution, people performance, and learning management solutions to organizations of all sizes across more than 60 industries. With approximately 24 million cloud application subscribers seats globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise and best practices insights from serving our broad and diverse customer base. Today, we have more than 4,000 customers in more than 177 countries using our application suite in 35 languages.
For the most comprehensive cloud computing portfolio in the market, SAP Cloud delivers mature business applications that drive collaboration across a business and connect to partners. There are over 20 applications and suites in the SAP Cloud designed to optimize and manage a company’s most critical assets – its people, money, customers, and suppliers. And for those who prefer to run their entire business on a single, cloud-based software solution, we offer a suite that will surely meet your needs.
Our primary focus is on delivering beautiful products for our customers. When our customers win, we win. And we pride ourselves in delivering the most powerful software-as-a-service (SaaS) solutions on the market. As we like to say… our cloud strategy is BadAss SaaS. As an SAP company, the possibilities for growth, innovation, and impact are endless!
Are you ready? You are in for an exciting ride. SuccessFactors is known for its innovation, extraordinary leadership, and high-energy culture. We hire high-performing people that want to make a difference.
We expect all of our talent to be leaders – no matter what your role. We challenge ourselves and each other to swing big and take risks every day. We move fast, but we care about how we work with each other. It’s one of our core values – “No Jerks!”
In turn, our commitment to all employees is to provide the opportunity for personal and professional growth, recognition for real impact, and meaningful rewards for delivering amazing results! Employees truly are the heart of our success.
See what it's like to work at SuccessFactors- check out this video! http://youtu.be/eZarfkN4hUo
Connect with us! Learn more about the culture at SuccessFactors, an SAP Company, see pics of our global offices, talk to recruiters, and see real-time job openings:
Facebook: http://facebook.com/successfactorscareers
Twitter: http://twitter.com/CareersAtSF
YouTube: http://youtube.com/CareersAtSF
Linkedin: Search "SuccessFactors Careers"
Match yourself and your network on Facebook and Linkedin to open jobs at SuccessFactors using our new SocialMatcher tool: http://jobs.successfactors.com/social-matcher/
Requisition ID: 29519
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