Strategic Customer Success Manager

Description

About the Company

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 Job:

Strategic Customer Success Manager - UK Remote

Are you passionate about making a difference in the Enterprise software space and would like to join an organisation where you can really make a difference?

Are you a Customer Success Manager, who understands the transformational role that real-time data will play in driving business success? If so, we are seeking your talent as we are a growing Software organisation and value your voice.

Confluent has not even scratched the surface of the market opportunity, we have a culture that aligns with the exceptional values of our company and we’ve won over 20 awards to evidence that, and the message we have for you is this; Companies are buying, we have a large untapped market where, with some hard work and a common goal, you have the opportunity to earn well, do a job you love and be something really special.

A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, renewals and subscription expansion within our Large Enterprise accounts. You will be a trusted advisor to our Enterprise customers, where you help them to fully utilise the Confluent platform.

What you will do:

• Own the ultimate success of our Enterprise customers in your territory, ensuring they realise the full value of the Confluent platform.
• Own the consumption planning, use case mapping, IP adoption, and business value realisation of your customers.
• Actively contribute to the Account Strategy set by the Account Director and Account Team you’ll be a part of aligned to the set business goals and objectives.
• Meet/exceed quarterly renewal targets by proactively managing your customer portfolio and ensuring on-time customer retention.
• Identify and collaborate with the sales team regarding expansion, up-sell, and additional service/support opportunities within accounts.
• Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Sales, etc.) to ensure ongoing customer success.
• Promote the use of Confluent features and technology, Communicating ROI throughout the customer lifecycle to stakeholders of all levels
• Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
• Champion and advocate for Enterprise customer requirements within Confluent.
• Proactively identify issues/risks and escalate internally for prompt resolution.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

What you will get from us:

• A market leader with disruptive technology and who at its core enables businesses to make the best data driven decisions - Everyone is talking about Event Driven Architecture - that’s what we do!
• A company that values its employees and their achievements by rewarding them with recognition, excellent benefits, opportunities and competitive salaries / commission schemes.
• A personalised career development plan to grow your skills and career with Confluent which you’ll work on with your manager and review on a quarterly basis.
• A company that values your growth and development as much as you do and the opportunity to grow your role at speed; we want you to thrive and we believe we can facilitate that
• A core infrastructure designed to support you to over-achieve
• We’ll ensure we have the right people working on the right projects. We’re focused on what we do, which is one core product with tons of use cases which can be used in any business unit across any organisation

About You:

• You have experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, and retention.

• Comfortable working with Enterprise organisations.

• You are data-driven in your decisions and assume full ownership and accountability for your work.
• You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
• You are a great and thoughtful communicator and listener.
• Salesforce and Tableau user fluency.
  
• You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
• You have prior experience with large strategic UK customers and have previously successfully managed a book of business of 5-6 customers of a combined $10M ARR or more.
  
• You have prior experience with data streaming or cloud software technologies.