Business Area:
Professional Services
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 (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:
Strong customer facing skills and stakeholder management
Take ownership for the customer’s adoption of CDP and Success Plan
Experience operating on-site with large enterprise customers
Ability to liaise and facilitate with key internal and external stakeholders
Clear and concise communication skills
Ownership mentality over your customers and work
Comfortable with program, project and stakeholder management.
Ability to manage 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:
Fluent Spanish Language Skills
Experience with large scale data platforms
Experience with software implementation and upgrade management
Understanding of data management concepts
Understanding of ITIL concepts
Experience with an RDBMS (Oracle, MySQL, Teradata, etc)
Understanding of networking concepts
Tableau experience a plus
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 will receive 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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