Business Area
Professional Services
Seniority Level
Mid-Senior level
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.
Senior Customer Success Manager is charged with driving Success Plans by operating as a trusted advisor and customer advocate, ensuring successful outcomes for our highest profile customers. You will act as a direct liaison between Cloudera and the customer on their Cloudera journey, overseeing all facets of product adoption and executing plans according to the agreed timeline. You’ll pull customers above the line to enable success initiatives within their business, manage escalations, and align Cloudera resources to meet customer needs.
Responsibilities
* Exemplify strong customer-facing skills and stakeholder management
* Take ownership of the customer’s product adoption of Cloudera products and Success Plan
* Have experience operating on-site with large enterprise customers
* Coordinate with key internal and external stakeholders
* Communicate clearly and concisely with all audiences
* Maintain an ownership mentality over your customers
* Be comfortable with program and project management
* Demonstrate best practices in managing stakeholder escalations to mutually agreeable outcomes
* Develop and leverage reports, dashboards, and data to summarise customer engagements and statuses for internal and customer audiences
* Analyse customer activity and data across the Cloudera organization to identify trends, gaps, or issues and communicate those to stakeholders
Qualifications
* Fluent in English and Spanish or Italian (or both); additional languages are a plus
* Experience with large-scale data platforms
* Experience with software implementation and upgrade management
* Strong technology background in a technical or business capacity
* Familiarity with project lifecycle management and complexities of project delivery
* Understanding of data management concepts
* Understanding of ITIL concepts
* Experience with an RDBMS (Oracle, MySQL, Teradata, etc.)
* Understanding of networking concepts
* Industry vertical experience in FSI, Telecommunications, Manufacturing or Government is a plus
* Five or more years of relevant experience
* Degree level of education with high attainment or equivalent experience in a related field
Benefits
* Generous PTO policy
* Support for work‑life balance with Unplugged Days
* Flexible WFH policy
* Mental & Physical Wellness programs
* Phone and Internet Re
* Access to Continued Career Development
* Comprehensive Benefits and Competitive Packages
* Paid Volunteer Time
* Employee Resource Groups
EEO/VEVRAA
EEO/VEVRAA
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