Strategic Customer Success Manager

Edb - Columbus, OH

Full-time - Mid Level

Columbus, OH

Food and Beverage Retailers

About the position

As EDB Strategic Customer Success Manager (CSM), you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their goals and attaining sustainable value from our solutions. You will collaborate across all functions of the EDB organization to drive adoption, growth, and retention to your accounts while ensuring a positive customer experience. Your role is pivotal in developing, prioritizing, and executing customer success plans to nurture and guide your customers along their journey with EDB, leveraging insights from data and engagement. In this dynamic environment, you will manage multiple accounts, delivering an exemplary experience by advocating on your customers' behalf. You will drive synergy across internal and customer teams to bring solid results and issue resolution, serving as your customers' trusted advisor. You will be expected to deliver a world-class customer experience, achieving success in deployment, adoption, and value realization of EDB offerings. This includes creating and implementing individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge. Proactive management of customers will be essential to optimize account health, mitigate risk, and reduce churn. You will nurture accounts to identify opportunities for expansion and growth, utilizing consultative motions to drive outcomes throughout the customer lifecycle. Additionally, you will oversee and lead the coordination of EDB resources and escalate account issues for successful resolution, cultivating customer relationships to build strong advocates that generate insightful case studies and customer references. Preparing and presenting Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management will also be part of your responsibilities, along with consulting with customers on the benefits and value of the EDB portfolio and related technologies.

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