Customer Success Manager - North America

About The Position

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 our products and measure the value and satisfaction the customer experiences
• Drive customer awareness of product features and services to maximize adoption and utilization of features and benefits
• Understand and formalize customer requests, needs, requirements, and escalations, communicate the needs clearly to the 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
• 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