Customer Success Manager

Business Area :

Professional Services

Seniority Level : Mid-Senior level

Mid-Senior level

Job Description :

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.

Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world's largest enterprises.

The Customer Success Manager is responsible for managing a portfolio of accounts, serving as a liaison between Cloudera and the customer to help them achieve maximum value from their Cloudera investment.

This role will focus on driving adoption and consumption of Cloudera. A key aspect to success in the role is persistence : forming a relationship of trust with the customer, anticipating issues, acting with agility and flexibility in the face of any situation that may arise.

We are looking for candidates who are problem solvers and passionate about helping customers achieve their desired outcomes.

As a Customer Success Manager you will :

Develop and nurture trusted advisor relationships with customers to drive product adoption and ensure their success.

Manage projects and priorities through recurring sync calls and activity reviews, ensuring alignment with customer goals and objectives.

Exhibit strong stakeholder management skills and take ownership of customer accounts, serving as their primary advocate within Cloudera.

Work closely with customers to understand their business, strategic goals, and specific use cases.

Collaborate with customers to define and execute a high-level Success Plan that outlines milestones and measures progress against shared metrics.

Proactively monitor and review product consumption to help customers maximize the value of their investment.

Foster cross-functional collaboration with Sales, Product, Engineering, and Support teams to ensure alignment on customer plans and promptly address any issues.

Establish and maintain a regular cadence with customers to review project status, address high-priority issues, and identify opportunities for additional value.

Act as the main point of contact for customer issues and escalations, driving them to resolution while keeping customers informed throughout the process.

We're excited about you if you have :

5+ years of experience in customer success, account management, consulting or similar roles

BA / BS or equivalent educational background

Knowledge of Data Management, Data Warehouse, Cloud, Enterprise Application Integration, and Database preferred

Excellent communicator with strong interpersonal skills

Propensity to get up to speed and build relationships quickly

Ability to prioritize tasks and efficiently spend time across multiple accounts

Strong business acumen and analytical ability to use data to diagnose customer issues and understand root cause of issue.

Strong critical thinking skills to gather insights, recognize patterns and think outside the box to offer impactful solutions

What you can expect from us :

Generous PTO Policy

Support work life balance with Unplugged Days

Flexible WFH Policy

Mental & Physical Wellness programs

Phone and Internet Reimbursement program

Access to Continued Career Development

Comprehensive Benefits and Competitive Packages

Paid Volunteer Time

Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants willreceive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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