Manager, Customer Solutions Technical Architect Operations

Customer Solutions Strategy & Operations

Remote, United States

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Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the Opportunity:
 
This role is responsible for further establishing our Customer Solutions Technical Architect (CSTA) Operations team and acting as a trusted partner to the leaders of our Regional CSTA organizations, and the CSTA practice lead, to establish and ensure operational execution globally. This role and team is focused on driving productivity and scalable execution. The leadership of the CSTA Operations team is an essential part of scaling and supporting our broader Field Operations team by making our sales teams and customers successful.
 
The role will also ensure effective alignment of the CSTA organization to the overall CS, CSG, and Corporate strategy. As such, the ideal candidate will have a demonstrable track record of successfully managing matrixed change strategies, influencing stakeholders at all levels, and developing and executing a results-oriented plan within a high-growth global environment. A background in scaling a customer success engineering, support, post-sales or sales business, as well as having done so for a world-class, successful, global, multi-tenant SaaS business is essential.
 
This position reports to the Director of CS Strategy & Operations, and will have management responsibility for establishing and growing a CSTA Operations team over time. 

What you’ll achieve:

  • Working with CSTA practice lead and regional leadership on the implementation of our operational framework, including managing operational and governance cadences for the CSTA organization, including QBRs, all-hands, forecasts, etc 
  • Clear definition of roles, responsibilities and career pathing, in conjunction with CSTA leadership and the PeopleOps function, to ensure we have the best people, able to do their best work, creating a world-class CSTA organization
  • Aligning our CSTA compensation model to our overall CSG strategy and compensation model
  • Definition and management of CSTA OKRs, in conjunction with CSTA practice lead and team leaders, to ensure maximum group performance, alignment to corporate OKRs, execution against our goals 
  • Ensuring world class functional reporting and analysis that is embedded into the everyday CSTA work processes so that making data-driven decisions is a part of our daily habits 
  • Establishing and refining our CSTA processes and frameworks to allow for execution at scale across all roles and regions. 
  • Establishing a systems architecture, road map, and rationalization plan for all of the systems, tools and processes utilized by the CSTA organization and ensuring optimal alignment to the broader organization, (Sales, CS, Enablement process, etc)
  • Working with Finance to ensure effective management of budget, HC, and coverage model
  • Establishing outstanding key internal stakeholder relationships across Product, Marketing, Sales, Finance and PeopleOps and Customer Success.
  • Align with our internal enablement or work directly with the CSTA team to provide enablement on changes implemented. 
  • Managing a program management structure, including intake and prioritization and the capacity to execute on key functional programs; track and provide status against goals and project milestones for multiple projects
  • Building a culture of growth mindset and continuous learning

What you will bring:

  • BS degree, preferably with a post graduate degree in Information Technology, Computing, Business, or Operations
  • 10+ years’ relevant experience, inclusive of enterprise software sales businesses, strong functional domain experience, SaaS Sales strategy & operations, and change management
  • Prior leadership of the above for a leading, world-class, high growth, global SaaS business.
  • Exceptional, demonstrable, track record of program management, program execution, change management, and cross functional stakeholder engagement to deliver results.
  • Working knowledge of the roles and team within the pre and post sales teams. Sales, Sales Engineering, Support, Professional Services, Technical Account Management, etc
  • Participation in and knowledge of Industry and peer groups focused on post-sales customers success
  • Open, growth mindset and high degrees of self motivation, fostered in a face-paced, high growth, dynamic environment
  • Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders
At Confluent, we are committed to providing competitive pay and benefits that align with industry standards. We analyze and carefully consider several factors when determining compensation, including your work history, education, and professional experience.  This position has an annual estimated salary of $145,000, an annual bonus, and a competitive equity package. The actual pay may vary depending on your skills, qualifications, and experience.

In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits, click here.

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Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Click here to review our California Candidate Privacy Notice, which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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Benefits

Best Teammates on Planet Earth
Adjustable Working Arrangements
Robust Benefits
Rest and Recharge Days
Weekly Lunch Spend
Flexible Paid Time Off (PTO)

Confluent is Remote-First

At Confluent, we care about how you work - not where. We encourage you to apply for positions outside of the listed location or your immediate region.

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