Customer Success Manager

Mesosphere   •  

VA

8 - 10 years

Posted 188 days ago

Role Responsibilities

  • Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
  • Address product related questions and technical challenges
  • Help customers with DC/OS on-boarding, navigate customer through platform onboarding and adoption working and coordinating with internal resources.
  • Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
  • Monitor accounts to ensure usage of DC/OS product stack and optimal performance
  • Frequently conduct and coordinate tactical operations reviews with client teams
  • Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
  • Run QBRs , manage customer satisfaction (NPS scores) and engage with customers to become a trusted advisor.
  • Partner with Account Sales teams to build relationships with decision makers, business contacts, and influencers
  • Accurately replicate, identify, and document software defects with appropriate tracking system
  • Work with clients and internal marketing team to create customer case studies
  • Assist in product trainings as needed

Knowledge, Skills and Requirements

  • BS or MS in Computer Science/ EE (not mandatory) or equivalent work experience
  • Total experience of at least 7-10 years in technology companies and preferably in cloud/distributed computing (not mandatory).
  • More than 3 years experience in a technical account management role
  • Ability to match client’s business requirements with product capabilities
  • Background in technical consulting or professional services
  • Excellent interpersonal skills that build positive relationships with other team members
  • Strong ability to organize work schedule and time to ensure deadlines are always met
  • Hands-on, technical, problem solver
  • Knowledge of distributed systems
  • Good to have background in:
    • Distributed systems: Hadoop, HDFS, Spark, Zookeeper, Kafka, Cassandra, Microservice architectures
    • Cloud Infrastructure and Services Management
    • Datacenter operations: provisioning, capacity planning, network design