Strategic Customer Success Manager

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 worlds largest enterprises Strategic Customer Success Managers CSMs 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 customers trusted Cloudera advisor and advocate CSMs manage a system of checks and balances between the company and the customer understanding our customers 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 customers 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 Were 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