Senior Customer Success Manager

The Customer Success Manager (CSM) is passionate about understanding our customers and partners to make them successful through extraordinary levels of service. The CSM will work independently and cross-functionally to address any satisfaction, growth or renewal opportunities and risks in their portfolio. The key goal of this role is to make every customer or partner in their portfolio successful and committed to EDB through a trusted advisor relationship. This person is ultimately responsible for owning the relationship within their portfolio of accounts, is hyper-focused on customer retention, providing technical product guidance, strategic business value and insights, driving adoption and trust, and identifying opportunities to further drive value across our customers’ business. Above all it requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting our customers and making them successful.
The CSM is expected to possess knowledge, expertise, and experience in many of the following:

• Technology Account Management
• Deep customer relationship building
• Database deployment and business models
• Strategic partner engagement (Systems Integrators, Distributors, Resellers)
• Strategic business/technology leadership discussions
• Program management
• Project management
• Relational database experience (PostgreSQL, MySQL, Oracle, SQL Server, Sybase, DB2). Active use or, administration of such database(s)
• Good understanding of Relational database concepts
• Software installation & software troubleshooting experience

Responsibilities

• Provide strategic guidance to drive forward your account’s priorities and business goals
• Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio
• Develop strong relationships with all key decision makers and influencers, including executive sponsors and partner contacts at various levels
• Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume
• Translate results into actionable strategic and commercial outcomes
• Uncover any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks
• Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account
• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of EDB and a customer for life
• Take ownership of all direct communication and resolve escalations
• Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities in order to deliver business- impactful results
• Ensure increasing user adoption of EDB platform by implementing best practices and implementation of the continuously evolving EDB product suite and providing technical guidance on product optimization
• Serve as the liaison between product management and the customer with a focus on feature collaboration and communicating the EDB roadmap

Experience & Skills

• 5-10+ years of experience in account management, solution engineering or client services in the context of enterprise technology, managing multi-million dollar portfolios of recurring revenue
• Loves problem solving and facing challenges head-on
• Self-starter with desire to exceed client expectations
• Outstanding oral and written communication skills
• Inspiring presentation and public speaking experience (executive level audience)
• Impeccable attention to detail, highly organized, with an absolute focus on quality of work
• Ability communicate value add at all levels internally and externally
• Ability to recognize areas of risk and mitigate as needed
• Program Management: ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously; manage accounts in “steady state” or “maintenance mode”
• Project Management: Ability to lead complex projects including planning, data analytics, change management, QA, escalation management, and ongoing support
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
• Strong management and business skills required, along with a proven multi-year track record of developing deep relationships with VP-level and Director-level executives
• Proven multi-year track record of identifying incremental business for your account
• Ability to work independently and as part of team
• Demonstrated experience of seamlessly transitioning between conversations with C-Level execs, technical leadership, program managers and industry level business conversations
• Success working in a fast-paced, high-growth company
• Bachelor degree; MS or MBA optional
• Travel up to 40%