Strategic Customer Success Manager

Business Area:

Customer Care

Seniority 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.

Strategic Customer Success Manager’s (CSM’s) are charged with driving Success Plans through operating as a trusted advisor and customer advocate to drive successful outcomes for our highest profile customers.

You will act as a direct liaison between Cloudera and the customer on their Cloudera journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline. You will pull the customer above the line to enable them to fulfill success initiatives within their business.

Acting as the customer’s trusted Cloudera advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customer’s needs, aligning the appropriate Cloudera resources (Engineering, Product Management, Support or Services). This will include assisting with critical escalation management to ensure their Cloudera interactions, business objectives and product adoption is a success.

You are comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders.

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.

As a Customer Success Manager, you will:

• Exemplify strong customer facing skills and stakeholder management

• Take ownership for the customer’s product adoption of Cloudera products and Success Plan

• Manage and resolve issues that impact delivery of a project or escalate as appropriate

• Have experience operating on-site with large enterprise customers

• Liaise and facilitate with key internal and external stakeholders

• Have clear and concise communication skills

• Take an Ownership mentality over your customers and work

• Be comfortable with program, project management

• Anticipate and mitigate complex risks

• Demonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomes

• Develop & leverage reports, dashboards, and data to summarise customer engagements and statuses, both to internal audiences as well as back to your customers.

• Analyse customer activity and data across the Cloudera organisation, including from Sales, Support, Professional Services, & Training to identify trends, gaps, or issues from and communicating/actioning those to stakeholders (internal and external).

We’re excited about you if you have:

• Due to the nature of our work with Australian Government agencies, candidates must be Australian citizens.

• Must have a checkable background (typically 10 years of verifiable residency and employment history) to enable AGSVA vetting.

• Demonstrated experience working across diverse Australian Government agencies

• Fluent English, other languages a plus

• Experience with large scale data platforms

• Experience with software implementation and upgrade management

• Strong technology and security background either in a technical or business capacity

• Experience working with the Australian Government

• Familiarity with project lifecycle management and the complexities around project delivery.

• Understanding of data management concepts

• Understanding of ITIL concepts

• Experience with an RDBMS (Oracle, MySQL, Teradata, etc)

• Understanding of networking concepts

• 8 or more years relevant experience.

• Degree level of education with high attainment or equivalent experience in a related field.

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

EEO/VEVRAA