Job Description

Business Area: Professional ServicesSeniority Level: Mid-Senior level: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 worldxe2x80x99s largest enterprises.Strategic Customer Success Managerxe2x80x99s (CSMxe2x80x99s) 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 customerxe2x80x99s trusted Cloudera advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customerxe2x80x99s 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 managementTake ownership for the customerxe2x80x99s product adoption of Cloudera products and Success PlanHave experience operating on-site with large enterprise customersLiaise and facilitate with key internal and external stakeholdersHave clear and concise communication skillsTake an Ownership mentality over your customers and workBe comfortable with program, project managementDemonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomesDevelop & 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).Wexe2x80x99re excited about you if you have:Fluent English Language Skills, other languages a plusExperience with large scale data platformsExperience with software implementation and upgrade managementStrong technology background either in a technical or business capacityFamiliarity with project lifecycle management and the complexities around project delivery.Understanding of data management conceptsUnderstanding of ITIL conceptsExperience with an RDBMS (Oracle, MySQL, Teradata, etc)Understanding of networking conceptsIndustry vertical experience including FSI, Telecommunications, Manufacturing or Government a plus5 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 PolicySupport work life balance withFlexible WFH PolicyMental & Physical Wellness programsPhone and Internet Reimbursement programAccess to Continued Career DevelopmentComprehensive Benefits and Competitive PackagesEmployee Resource GroupsCloudera 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.#LI-VG1#LI-Hybrid

Cloudera