Job Description

Position Summary

The Senior Customer Value Partner owns the full customer relationship from final demo and down-select through the complete customer lifecycle. The Senior Customer Value Partner (CVP) is iBase-t's strategic advisor at Tier 1 and Tier 2 enterprise accounts, present when Return on Investment (ROI) commitments are made and accountable for ensuring those commitments are realized. This role operates with full autonomy within iBase-t’s shared CVP methodology — the mark of a Senior Customer Value Partner is mastery of the framework, not departure from it. Senior CVPs build Value Realization Frameworks, shapes implementation scope, prepares expansion opportunity frameworks, and governs the four implementation touchpoints (kickoff, steering committee, go-live, post-go-live adoption) while maintaining C-suite executive relationships throughout. Senior CVPs also formally mentor 1–2 Customer Value Partners.

Responsibilities

Pre-Sale Engagement & Value Realization Framework Initiation

• Engage with the iBase-t sales team during final demo and down-select phases, establishing the CVP relationship before contract close — ensuring continuity between what was promised and what will be delivered.
• Align with and document the ROI commitments made during the sales process; begin structuring the Value Realization Framework (VRF) with specific KPIs, baselines, and measurement cadences before contract execution.
• Capture generalized implementation scope and roadmap in collaboration with the sales team, creating the foundational documentation that Professional Services and Services Sales will execute against.
• Facilitate the transition from sales to Services Sales: integrate the CVP's relationship context, VRF, and scope documentation into the commercial execution of services engagements.
• Identify license expansion and services opportunities within existing accounts in the portfolio; prepare structured opportunity frameworks with full account context that enable Services Sales to pursue commercial growth.

Strategic Advisory & Executive Relationship

• Serve as iBase-t's trusted advisor at VP, SVP, and C-suite level for all assigned accounts — relationships that persist beyond active delivery phases and earn iBase-t a seat in strategic planning conversations.
• Own and continuously evolve multi-year Value Realization Frameworks: ROI commitments, adoption milestones, bowler-chart KPIs, and risk indicators — all documented, tracked, and reported at every QBR.
• Lead Executive Business Reviews using plan-vs-actual bowler data. Facilitate multi-stakeholder alignment sessions, roadmap workshops, and Conference Room Pilots that produce documented decisions.
• Govern the four implementation touchpoints (kickoff, steering committee, go-live, post-go-live adoption); between kickoff and go-live, Project Manager (PM) owns delivery and CVP owns the executive relationship above it.

Expert Services Coordination & Billable Engagements

• Design and lead multi-session billable advisory engagements within CVP scope: value architecture, transformation readiness, multi-site roadmap facilitation, executive alignment.
• Drive Expert Services prioritization in sustainment through lightweight adoption mini-plans; Expert Services work program directed by the CVP, not Professional Services (PS) or reactive customer requests.
• Ensure all Expert Services engagement in assigned accounts is coordinated under the CVP relationship; Services Seller owns the commercial motion for both CVP and Expert Services (ES) engagements.

Team Contribution & Internal Advocacy

• Formally mentor 1–2 Customer Value Partners through structured, account-based coaching with documented sessions and measurable improvement in mentee outcomes.
• Maintain structured account intelligence and share with Services Sales on a defined cadence; contribute substantive methodology to team playbooks.
• Serve as the primary internal voice for assigned accounts across Product, Services, and Executive leadership.

Qualifications

• 8+ years in enterprise software customer success, strategic account management, professional services, or business architecture with accountability for adoption, retention, and account health at large enterprise accounts.
• Demonstrated track record managing multi-site, multi-BU A&D accounts with C-suite engagement. Deep aerospace manufacturing domain expertise without translation support.
• Experience building Value Realization Frameworks, multi-year deployment roadmaps, and formal business cases tied to pre-sale ROI commitments.
• Comfortable operating with full autonomy in a billable advisory model, including scoping and designing multi-session advisory engagements.
• Demonstrated mentoring capability. Bachelor’s required; MBA, advanced engineering degree, or industry certifications (APICS, Six Sigma BB, PMP) strongly preferred.
• Ability and willingness to travel 25–35% — strategic account sites, executive workshops, steering committees, and conference / EAC events.