Strategic Customer Success Manager

Business Area:

Professional Services

Seniority Level:

Mid-Senior level

Job Description:

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 world's largest enterprises.

Strategic Customer Success (CSM's) 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 customer's trusted Cloudera advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customer's 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.

As a Customer Success Manager you will:

• Execute strong customer facing skills and stakeholder management.

• Take ownership for the customer's adoption of CDP and Success Plan.

• Have on-site engagements with large enterprise customers.

• Liaise and facilitate meetings with key internal and external stakeholders.

• Take ownership mentality over your customers and work.

• Discuss projects and priorities through recurring sync calls and activity reviews.

• Demonstrate ability to manage stakeholder escalations to mutually agreeable outcomes.

We're excited about you if you have:

• Strong knowledge of software implementation methodologies.

• Knowledge of enterprise wide change management and risk mitigation strategies.

• Understanding the Cloudera sales methodology and incorporating this into success plans, renewal activities, opportunity identification.

• The ability to break down problems into manageable components and develop solutions.

• Experience developing & leveraging reports, dashboards, and data to summarize customer engagements and statuses, both to internal audiences as well as back to your customers.

• Strong skills analyzing customer activity and data across the organization, including Sales, Support, Professional Services, & Training to identify trends, gaps, or issues from and communicating/actioning those to stakeholders (internal and external).

You may also have:

• Experience with large scale data platforms.

• Experience with software implementation and upgrade management.

• Understanding of data management concepts.

• Understanding of ITIL concepts.

• Experience with an RDBMS (Oracle, MySQL, Teradata, etc).

• Understanding of networking concepts.

• Tableau experience is a plus.

The expected base salary for this role in:

• California is $167,250 - $191,250

• Colorado is $167,250 - $191,250

• Washington is $167,250 - $191,250

• Please note that the compensation details listed in our job postings reflect the base salary only, and do not include commissions or bonus as applicable.

• The salary will vary depending on your job-related skills, experience and location

(Note: Base Salary Ranges will be calculated from a % of OTE, based on split)

What you can expect from us:

• Generous PTO Policy

• Support work life balance with Unplugged Days

• Flexible WFH Policy

• Mental & Physical Wellness programs

• Phone and Internet Reimbursement program

• Access to Continued Career Development

• Comprehensive Benefits and Competitive Packages

• Paid Volunteer Time

• Employee Resource Groups

Cloudera 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.

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