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Customer Success Manager - North America

Remote:

Full Remote

Contract:

Full time

Work from:

California (USA), North America, United States

Offer summary

Qualifications:

Experience in B2B customer management in the database segment, Knowledge of cloud-based deployments and Customer Success Platforms.

Key responsabilities:

Track and drive customer deployment and adoption of Scylla products
Maintain strong relationships with customers and handle escalations effectively

ScyllaDB Scaleup https://www.scylladb.com/

201 - 500 Employees

See more ScyllaDB offers

Job description

We are looking for the right person to join our Customer Success Team.

We are growing rapidly and are looking for the right person with experience in Customer Success Engineering, as a customer-facing technical roles - that would include customer onboarding, technical architecture design understanding, and technical consulting.

Responsibilities:

Track customer deployment and adoption of Scylla products and measure the value and satisfaction the customer experiences
Drive customer awareness of product features and Scylla's services to maximize adoption and utilization of Scylla features and benefits
Understand and formalize customer requests, needs, requirements, and escalations, communicate the needs clearly to the Scylla product team
Proactively and consistently engage customers to provide product feedback and product enhancements requests
Help customers on-board our support process, and make sure customers utilize our ticketing system
Maintain an accurate view of the health of customer deployment of Scylla
Proactively anticipate customer needs and effectively manage reactive customer requests
Develop and maintain strong relationships with our customers and user base
Help account executives with technical discussions in existing accounts
Exhibit diplomacy, tact, and poise when working through customer issues and escalations
Ability to speak in technical & business terms, depending on the audience
Managing and track churn risk
Limited travel, up to 20%

Requirements:

Experience in managing B2B customer in the database segment
Experience with cloud-based deployments using systems such as AWS, GCP, and Azure
Customer interfacing experience with ability to run technical presentations
Familiarity with a Customer Success Platform (ChurnZero, or other)
Familiarity with Salesforce.com or other CRM platforms & their data structure
Familiarity with Zendesk or other Support platform & their data structure
Experience with Linux operating system management experience (RHEL, Ubuntu)
Good understanding of Customer success processes and measurements

Big Plus If You Have Experience With

Experience in professional services, technical support, or technical consulting roles.
Good understanding of hardware and complex software architectures deployments
Experience with NoSQL foundational databases, usage, and Data modeling/data architecture