Bakkt unlocks the $1.2+ trillion that is currently held in digital assets like cryptocurrencies, rewards and loyalty points, gift cards, and gaming assets. The goal is to lead positive customer experience, focusing on delivering on agreed to the customer and product adoption, and driving customer growth through net retention improvements and renewals.o Serve as a point of contact for customer executive team to drive the vision and strategic plan for the customer success.o Develop, test, and iterate on playbooks for engagement and execution strategies with counterparts in sales, delivery, marketing, product, and customer support to drive expansion, renewals, customer satisfaction and overall customer health.o Reduce revenue churn and drive retention and delivery through greater advocacy.o Conduct monthly/quarterly/annual business reviews to manage performance, facilitate feedback loop, and create opportunities to enhance/expand platform offerings.o Promote promotional programs to enhance the offering to customers.o Diligently track all deliverables and multiple project executions.o Establish the criteria customer success metrics and ensure measures to improve. These metrics could include feature adoption and usage, retention, expansion and NPS to ensure healthy engagement and adoption.

Maximize customer satisfaction, retention, and growth throughout the relationship by advising on the “right” solution and delivering value based on the customer’s needs and business requirements. o Interact with other Akamai organizations to drive customer outcomes. Own and manage customer technical initiatives, as well as be accountable for escalations, incidents, and events. Be an integral part of the customer’s team as an Akamai advocate and technical liaison.o Play an active role in managing project goals and driving teams to achieve customers’ business outcomes by managing issues, risks, decisions, and action items.o Be the Subject Matter Expert on Akamai and industry technologies. Creatively leverage Akamai solutions to solve customer Business & Technical challenges. Improve customer satisfaction by being proactive and strategic, planning and managing risks.o Actively drive knowledge sharing within IAT, cross-teams and cross-regions. Exchange views with outside solutions developers and vendors in the technical aspects of Akamai solutions and configurations for the customer.o Grow and protect product services revenue by partnering with sales and pre-sales in contract renewals and negotiations. Drive GSS revenue growth and product value. Work closely with CSM to analyze traffic data (trend) and Sales/Pre-Sales composing regular account plans.o Taking bottom up post-sales approach supporting Pre-Sales in identifying opportunities for up- and cross-selling.o Be a part of strategic planning, including aligning Customer Roadmaps with Akamai’s. Build customer champions and foster strong technical and business relationships. Act as customer’s technical advocate with internal Akamai teams.o An overarching category where the Engagement Manager ensures the success of the client.o Drive product value to ensure maximum return on investment about contracted solutions and services. Help close any consumption gaps with existing products.

Led daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals. o Enhanced understanding and implementation of Business Units strategic goals. Oversee the use of standard process workflows by team.o Functioned as a consultant and business partner to other groups within ADP to ensure exceptional service to clients.o Trained and mentored team members and identified development needs across the team and coordinate additional training. o Ensured KPI’s were met by tracking various productivity and performance standards, especially during critical activity periods.o Served as an acting backup to the Director, providing leadership, guidance, and direction to team members in the absence of the director.o Managed escalated issues and provided direction to clients confirming issues were resolved in a timely matter.o Collaborated with peers to establish best practices. o Analyzed team statistics and prepare reports for the Director. o Participated in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.