1. Principal, Customer Success Manager
Job Overview
This position is responsible for the proactive management of incidents that affect customer's
successful use of CA Technologies solutions. It is also responsible for remediation activities that
surround our customers' use of CA solutions. Act as an escalation point for business critical technical
issues and coordination of incident management activities. Be aware of services projects and
early/proactive escalations. Establish trusted relationships with internal stakeholders as well as
customers that will impact customer satisfaction and sales results.
Key Responsibilities
Act as a guide for account teams with regard to customer escalations, assist in assessing
situation
Coach CSEs, CSMs and account team members in the proper use of Support process,
escalation procedures and tools
Actively engage with CST leadership and counterparts to identify new ways to proactively
support the customers in your area through targeted issue reviews, project reviews and
targeted troubled product campaigns
Actively engage in and lead remediation planning activities when required with account team
Ensure remediation/action plans are in place to address critical situations and are followed
through
Coordinate customer communication and follow up of remediation activities
Engage customer management to ensure success of remediation plan as needed
Coordinate post mortem communication on lesson learned and root cause analysis with
customer.
Participate with Support and Services teams during root cause analysis reviews
Provide proactive support to designated customers such monitoring Services engagements,
identified 'hot' accounts, and issue trending
Promote customer use of online Support tools, CA Communities and available knowledge base
tools
For selected customers where more focused technical account management is required:
Act as internal advocate across CA businesses to ensure the appropriate resources are
engaged to resolved specific technical requirements for customer issues
Champion escalation requests and ensure customers are provided with the latest information
and documents available for CA products.
For selected accounts where Support Availability Management obligations exist:
Proactive account contact to identify business critical technical support issues.
Understand customer's business priorities and organization by knowing their timeline and
priorities for installing, upgrading and maintaining CA Technologies software.
In conjunction with the Customer Success Executive (CSE) document licensed technology,
customer owners, and usage status to share with Virtual Account Team Members as necessary
for License Agreement renewal.

2. Act as the customer's escalation point for business critical technical support issues. Manage
customer expectations through effective communication of status updates as they become
available, and as needed.
Proactively manage customer critical issues to avoid business critical situations by
understanding the customer's timeline and priorities for installing, upgrading and maintaining
CA Technologies software.
Create standard reports on the status of technical support issues for review with the customer
and account teams.
Arrange and lead regular status meetings with the customer to review open support issues
and address any challenges impeding resolution.
In conjunction with the Customer Success Executive (CSE), ensure notification of major
software releases and any End of Service/End of Life announcements are delivered
appropriately to the customer
Actively participate in Go Live Execution Process for covered accounts.
Typical Role Definition
Sr Professional Staff. A seasoned, experienced professional with a full understanding of area of
specialization. Resolves a wide range of issues in creative ways. Complete understanding and wide
application of principles, theories, and concepts in the field. General knowledge of other related
disciplines. Strong competence with the various tools, procedures, programming languages used to
accomplish the job. Usually works with minimal supervision, conferring with a supervisor on unusual
matters. May be assisted by (and at times direct) less senior level employees. Requires daily
decisionmaking capabilities and actions that may not be reviewed by superiors. Assignments are
broad in nature and need ingenuity and originality to solve. Contributes to moderately complex
aspects of a project. May assist more junior staff members with aspects of their job. Works on
problems of diverse scope where analysis of data requires evaluation of identifiable factors. May play
a role in high-level projects that have an impact on the company’s future direction.
Job-Specific Authority and Scope
Generally works without consulting their manager.
Independent decisions are made daily.
Examples of typical decisions without manager consultation:
Utilize internal resources to resolve and escalate customer issues.
Arrange for technical conference calls involving Technical Support or Sustaining
Engineering where appropriate.
Typically has no direct reports.
Typically has no total staff.
Typically has a geographic focus of Area (multi-country or multi-state).
Typically does not manage a budget.
Business Travel and Physical Demands
Business travel of approximately 10 or less percent yearly is expected for this position.
Physical demands:
Office environment. No special physical demands required. Remote worker/home office
Preferred Education

3. Bachelor's degree or global equivalent in business or IT-related field.
Work Experience
Typically 10 or more years of experience in the IT industry in a customer facing environment with a
broad understanding of IT infrastructures.
Skills & Competencies
High degree of thought leadership and problem solving to ensure the successful outcomes of
customers
Ability to communicate effectively at all levels including senior management and technical
personnel.
Ability to work within a fast paced and dynamic environment.
Ability to multitask.
Proven customer service skills.
Demonstrated proficiency with Microsoft Office Suite.
Understand the business drivers in a customer environment and translate this to technical
requirements.
Demonstrated C-Level customer relationships
Demonstrated ability to assist customers in managing the lifecycle of their CA Technologies
portfolio.
Strong negotiating skills to gain help from a diverse group of individuals from across the
organization to meet customer's needs.
Strong understanding of Technical Support and how it fits in with the Product Development
Lifecycle.
Must be able to handle an escalated situation independently without the support of management