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Customer Success Manager - North America

Remote: 
Full Remote
Contract: 
Full time
Work from: 
California (USA), North America, United States

Offer summary

Qualifications:

Experience in B2B customer management in the database segment, Knowledge of cloud-based deployments and Customer Success Platforms.

Key responsabilities:

  • Track and drive customer deployment and adoption of Scylla products
  • Maintain strong relationships with customers and handle escalations effectively
ScyllaDB logo
ScyllaDB Computer Software / SaaS Scaleup https://www.scylladb.com/
51 - 200 Employees
About ScyllaDB
ScyllaDB is the database for data-intensive apps that require high performance and low latency. It enables teams to harness the ever-increasing computing power of modern infrastructures--eliminating barriers to scale as data grows. Unlike any other database, ScyllaDB is built with deep architectural advancements that enable exceptional end-user experiences at radically lower costs. Over 300 game-changing companies like Disney+ Hotstar, Expedia, FireEye, Discord, Crypto.com, Zillow, Starbucks, Comcast, and Samsung use ScyllaDB for their toughest database challenges. ScyllaDB is available as free open source software, a fully-supported enterprise product, and a fully managed service on multiple cloud providers. For more information: ScyllaDB.com
See more ScyllaDB offers

Job description

We are looking for the right person to join our Customer Success Team.

We are growing rapidly and are looking for the right person with experience in Customer Success Engineering, as a customer-facing technical roles - that would include customer onboarding, technical architecture design understanding, and technical consulting.

Responsibilities:

  • Track customer deployment and adoption of Scylla products and measure the value and satisfaction the customer experiences
  • Drive customer awareness of product features and Scylla's services to maximize adoption and utilization of Scylla features and benefits
  • Understand and formalize customer requests, needs, requirements, and escalations, communicate the needs clearly to the Scylla product team
  • Proactively and consistently engage customers to provide product feedback and product enhancements requests
  • Help customers on-board our support process, and make sure customers utilize our ticketing system
  • Maintain an accurate view of the health of customer deployment of Scylla
  • Proactively anticipate customer needs and effectively manage reactive customer requests
  • Develop and maintain strong relationships with our customers and user base
  • Help account executives with technical discussions in existing accounts
  • Exhibit diplomacy, tact, and poise when working through customer issues and escalations
  • Ability to speak in technical & business terms, depending on the audience
  • Managing and track churn risk
  • Limited travel, up to 20%

Requirements:

  • Experience in managing B2B customer in the database segment
  • Experience with cloud-based deployments using systems such as AWS, GCP, and Azure
  • Customer interfacing experience with ability to run technical presentations
  • Familiarity with a Customer Success Platform (ChurnZero, or other)
  • Familiarity with Salesforce.com or other CRM platforms & their data structure
  • Familiarity with Zendesk or other Support platform & their data structure
  • Experience with Linux operating system management experience (RHEL, Ubuntu)
  • Good understanding of Customer success processes and measurements

Big Plus If You Have Experience With

  • Experience in professional services, technical support, or technical consulting roles.
  • Good understanding of hardware and complex software architectures deployments
  • Experience with NoSQL foundational databases, usage, and Data modeling/data architecture

Required profile

Experience

Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.
Are you interested?

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