Commercial Customer Success Manager, Redpanda Data

• 1+ years of experience in a CSM role or related customer-facing role
• Strong customer facing skills and stakeholder management and the ability to manage stakeholder escalations to mutually agreeable outcomes
• The ability to take ownership for the customer’s adoption of Redpanda by coordinating and driving their time to production and identifying and facilitating opportunities for growth
• The ability to liaise and facilitate with key internal and external stakeholders
• Ownership mentality over your customers and work
• Understanding of program, project and stakeholder management
• Understanding sales methodologies and incorporating these into success plans, renewal activities, opportunity identification
• Ability to break down problems into manageable components and develop solutions
• Excellent written and verbal communication skills, with the ability to concisely explain technical and non-technical concepts

Desirable

• Customer Success Managers (CSMs) are charged with driving accelerated ‘Time to Production’ and Customer led growth , operating as a trusted advisor and customer advocate, delivering successful outcomes for our customers and industry leading NRR (Net Retention Rate)
• 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
• Act as a direct liaison between Redpanda and the customer on their Redpanda 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
• Facilitate and coordinate removal of any blockers to adoption enabling the customer to fulfill their agreed success criteria and accelerating their time to value
• Act as the customers’ trusted Redpanda advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customers’ needs, aligning the appropriate Redpanda resources (Solutions Architects, Engineering, Product Management, Support). This will include assisting with critical escalation management to ensure their Redpanda interactions, business objectives and product adoption is a success
• Be comfortable working across business, technical, and management in a customer facing role, and you are confident and articulate in communication with stakeholders