Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager focusing on customer success and retention for MariaDB solutions. Engaging with clients to support and drive adoption for business goals while maximizing value.
Responsibilities:
- Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy.
- Guide new customers through onboarding for MariaDB deployments, consulting on MariaDB best practices to ensure customers receive value.
- Formulate an ongoing meeting cadence with the assigned portfolio.
- Become a trusted advisor and advocate for customers within the company.
- Understand customers' data management strategies and effectively articulate additional improvements and/or new strategies leveraging MariaDB capabilities.
- Identify proactive opportunities to work with and provide value to customers.
- Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact.
- Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance.
- Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities.
- Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc).
- Responsible for measuring, managing, and improving customer health, engagement, and value realization.
- Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio.
- Articulate growth plans, expectations, and successes; documented and tracked within success plans.
- Effectively communicate customer needs to other parts of the business and act as a customer champion within the company.
- Work collaboratively and influence other departments to promote customer satisfaction and success.
- Manage and maintain customer portfolio in achieving the company's Net Retention goals.
Requirements:
- Always represent the company in a knowledgeable and professional manner.
- Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills.
- Experience supporting customers in the public sector.
- Excellent time management and organization skills.
- Ability to develop and maintain C-Level relationships.
- Ability to deliver custom ROI analysis for your customer portfolio.
- Comprehensive understanding of customer success principles.
- Strong understanding of MariaDB features, architecture, and common use cases in enterprise solutions.
- Can speak to new features and quickly speak to new releases of MariaDB.
- High attention to detail.
- Proficient in identifying and understanding complex business needs as it relates to MariaDB.
Benefits:
- health insurance
- life and disability insurance
- funds toward professional development resources
- Flexible Paid Time Off (FPTO)
- paid holidays
- 401 (k)
- parental leave
- a massive degree of flexibility and freedom
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