Strategic Customer Success Lead
hace 7 días
**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.
**Key Responsibilities:**
Drive Success Plans through operating as a trusted advisor and customer advocate to drive successful outcomes for our highest profile customers.
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.
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).
Assist with critical escalation management to ensure their Cloudera interactions, business objectives and product adoption is a success.
Develop & leverage reports, dashboards, and data to summarise customer engagements and statuses, both to internal audiences as well as back to your customers.
Analyse customer activity and data across the Cloudera organisation, including from Sales, Support, Professional Services, & Training to identify trends, gaps, or issues from and communicating/actioning those to stakeholders (internal and external).
**Requirements:**
Strong customer facing skills and stakeholder management.
Take ownership for the customer's adoption of CDP and Success Plan.
Experience operating on-site with large enterprise customers.
Ability to liaise and facilitate with key internal and external stakeholders.
Clear and concise communication skills.
Ownership mentality over your customers and work.
Comfortable with program, project and stakeholder management.
Ability to manage stakeholder escalations to mutually agreeable outcomes.
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