Strategic Customer Success Manager

Edb - Topeka, KS

Full-time

Topeka, KS

Food and Beverage Retailers

About the position

As the Strategic Customer Success Manager (CSM) at EDB, you will play a pivotal role in our customer-centric strategy, ensuring that our clients achieve their goals and derive sustainable value from our solutions. This position is located in the US Central Time Zone and requires a proactive approach to customer management. You will be responsible for developing, prioritizing, and executing customer success plans that nurture and guide customers along their journey with EDB. By leveraging insights from data and customer engagement, you will advocate for your accounts and ensure a positive customer experience. In this dynamic environment, you will manage multiple high-value accounts, driving adoption, growth, and retention while collaborating with various internal teams. Your role will involve serving as a trusted advisor to your customers, helping them realize the full potential of EDB's offerings. You will be expected to create and implement individual Customer Success Plans by assessing customer goals and objectives, utilizing data analytics to measure success and optimize account health. Your responsibilities will include proactive management of customer accounts to mitigate risk and reduce churn, identifying opportunities for expansion and growth, and overseeing the coordination of EDB resources to resolve account issues effectively. You will cultivate strong customer relationships, preparing and presenting Executive Business Reviews (EBRs) to demonstrate progress and value realization. Additionally, you will consult with customers on the benefits and value of EDB's portfolio and related technologies, ensuring they receive the highest level of service and support throughout their lifecycle with EDB.

Responsibilities

• Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings.
• Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge.
• Proactive management of customers to optimize account health, mitigate risk, and reduce churn.
• Nurture accounts to identify opportunities for expansion and growth.
• Utilize consultative motions to drive outcomes throughout the customer lifecycle.
• Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution.
• Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references.
• Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management.
• Consult with customers on benefits and value of EDB portfolio and related technologies.

Requirements

• 8+ years of account management experience in Customer Success, Sales, Consulting, Customer Advocacy, or relevant experience.
• Highly skilled experience in successfully managing multiple high value accounts and customers in a dynamic environment.
• Establishes effective working relationships with stakeholders across functional areas and levels of a customer's organization up to C-level executives.
• Direct experience working with globally distributed and remote customer and internal teams.
• Nurture and manage customer relationships to ensure high customer satisfaction that results in adoption, growth, retention, and references.
• Strong professional presence; can effectively deliver presentations and demos, have clear communications and interpersonal skills.
• Proactive and creative problem solving mindset.
• Passionate and high empathy for customer experience.
• Strong discipline in using CS Management tools to derive insights, and optimize account health.
• Commitment to continuous learning and improvement.
• Consistently contributes to CS team initiatives and projects.
• English Language Skills and appropriate academic achievements, preferably Degree or equivalent.

Nice-to-haves

• Experience with Partner relationship management
• Knowledge of PostgreSQL, Linux, RedHat Linux, HPE Open Source, cloud service providers

Benefits

• Access to Modern Health for health and wellness tips and practices
• Wellness Fridays extending to June 2024
• Range of benefits and resources to promote a healthy work-life balance and wellness.