Strategic Customer Success Manager, Confluent

• Experienced and able to communicate effectively with business executives and leaders about the technical, account and financial aspects of their business relationship with Confluent
• Experience with the sales discovery process and customer service escalation models
• Experience running Executive level reviews in person
• Ability to command a room - public speaking experience a plus
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric
• Honest and transparent partner to customers, winning and keeping their trust
• Exceptionally well organized / detail-oriented with outstanding oral and written skills
• Technically competent with a fundamental understanding of Confluent technology, offerings, and value proposition
• Experience in tracking sales activities, customer data, and customer status
• Ability to drive synergy and accountability across cross functional teams
• Collaborative inventive team player
• Experience implementing and supporting large-scale technology solutions at Fortune 500 companies

Desirable

• The Strategic Customer Success Manager (SCSM) will play a key role in driving customer success, retention, and subscription expansion within our Public Sector organization
• SCSMs provide thought leadership and actionable recommendations to ensure customers take full advantage of the Confluent Portfolio and product capabilities
• They are passionate about building customer relationships and embody our core value of “Customer Love”
• Meet/exceed quarterly retention targets by proactively engaging with account portfolio and ensuring renewal activities are completed along with the sales team
• Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts
• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluent’s solutions
• Drive cross functional programs and services across existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent
• Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, etc. to an Executive audience to drive business value realization and alignment
• Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products
• Proactively identify issues/risks and escalate internally for prompt resolution
• Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent
• Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of existing account base
• Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals
• Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events