Strategic Customer Success Manager

Edb - Jackson, MS

Full-time - Mid Level

Jackson, MS

1,001-5,000 employees

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 tailored Customer Success Plans that guide customers through 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 role, you will manage multiple high-value accounts, driving adoption, growth, and retention while collaborating with various internal teams, including Sales, Services, Support, Product, and Marketing. Your ability to cultivate strong relationships with customers will be essential in building advocates who can provide insightful case studies and references. You will also prepare and present Executive Business Reviews (EBRs) to demonstrate progress and value realization, ensuring that stakeholders are informed and engaged. Your impact will be measured by your ability to deliver a world-class customer experience, optimize account health, mitigate risks, and identify opportunities for expansion. You will serve as a trusted advisor, consulting with customers on the benefits and value of EDB's portfolio and related technologies, ultimately driving successful outcomes throughout the customer lifecycle.

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