Job Description Summary:DataStax powers the Right-Now Enterprise with the always-on, distributed cloud database built on Apache Cassandra™ and designed for hybrid cloud. We are seeking a talented Customer Success Manager tojoin our team.
The Customer Success Manager is responsible for achieving a high level of customer satisfaction and retention. The Customer Success Manager will act as a Trusted Adviser to our most strategic customers, ultimately responsible for ensuring their success by leveraging deep solution knowledge to partner with customers to help them get to first value and accelerate business value using DataStax.
This is a front-line role interacting regularly with customers resulting in high customer satisfaction, value building, adoption, retention, and expansion of the DataStax solution usage. You will do this by bringing DataStax best practices, innovations and capabilities to the customers assigned to you. You will also align at the appropriate executive level, building and maintaining strong relationships to help customers progress on their transformation journey with DataStax.
You will be adept at prioritizing and effectively applying different models of customer engagement from high touch focused on customer intimacy to low touch for efficiency. You will leverage appropriate metrics and tools to identify customer requirements, renewal and churn trends and orchestrate action by coordinating the right DataStax resources, programs, and information and at the right time. The role requires a combination of technical and customer management experience.
Essential Job Functions:
As a trusted adviser, own overall relationship with customer and their success.
Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals with DataStax.
Develop, prepare, and nurture customers for advocacy. Educate customers on new features and services
Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals as well as identifying and/or developing upsell opportunities.
Ability to manage high volume of programmatic interactions that are time, event, value and ad hoc based.
Ability to influence and drive higher lifetime value.
Drive adoption through active tracking of key performance indicators throughout the Customer lifecycle.
Work closely with our Sales, Product, Services, Support, Training and Renewals teams to quickly onboard customers, define success criteria and surface opportunities and proactively head off issues before they become real problems.
Review customer usage of DataStax and identify opportunities and challenges and develop plan to communicate and engage appropriate team to address these.
Develop and implement scalable methods for communicating best practices to customers.
Work closely with renewals teams to drive renewals and with sales teams to drive expansions.
Ability to work cross functionally between several different teams across the company.
Staying on top of any stakeholder changes within your customer’s accounts.
Serve as the escalation point for customer issues.
Bring voice of customer into DataStax - Strategically incorporate customer feedback to Product Management, advocating internally on behalf of your clients’ needs.
Monitor and maintain client health score and proactively drive action to reduce churn risk.
Bachelor's Degree (an advanced degree preferred) or equivalent experience
Minimum 10 years’ relevant work experience
Demonstrated success in Customer Success, Customer Engagement or Services function for a product / SAAS company with subscription models
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
Ability to come up to speed on technology quickly and can clearly articulate benefits and business value of DataStax
Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator, with the ability to effectively navigate and mediate conflict and foster honest dialog. At executive levels
Entrepreneurial approach - a high degree of autonomy and self-motivation
Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide strategy and deliver positive results for customers
Demonstrated history of owning customer relationships, supporting implementation, renewal, and upsell
Creative, resourceful, detail-oriented, and highly organized and able to handle a high volume of activity efficiently through scalable processes.
Self-starter who thrives under ambiguity in a fast-paced, deadline oriented startup environment
Proven ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
Thrive in a multitasking environment and adjust fast moving priorities.
Experience with account portfolio planning and prioritization.
Previous experience with Customer Experience and / or other Customer facing applications with strong technology background is preferred
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