Enterprise Customer Success Manager

MariaDB plcDatabase Solutions

Remote - USFull-TimeManager

Salary70000 - 75000 USD per year

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Job Details

Requirements

Always represent the company in a knowledgeable and professional manner
Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills
Experience supporting customers in the public sector
Excellent time management and organization skills
Ability to develop and maintain C-Level relationships
Ability to deliver custom ROI analysis for your customer portfolio
Comprehensive understanding of customer success principles
Strong understanding of MariaDB features, architecture, and common use cases in enterprise solutions
Can speak to new features and quickly speak to new releases of MariaDB
High attention to detail
Proficient in identifying and understanding complex business needs as it relates to MariaDB

Responsibilities

Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy
Guide new customers through onboarding for MariaDB deployments, consulting on MariaDB best practices to ensure customers receive value
Formulate an ongoing meeting cadence with the assigned portfolio
Become a trusted advisor and advocate for customers within the company
Understand customers' data management strategies and effectively articulate additional improvements and/or new strategies leveraging MariaDB capabilities
Identify proactive opportunities to work with and provide value to customers
Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact
Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance
Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities
Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc)
Responsible for measuring, managing, and improving customer health, engagement, and value realization
Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio
Articulate growth plans, expectations, and successes; documented and tracked within success plans
Effectively communicate customer needs to other parts of the business and act as a customer champion within the company
Work collaboratively and influence other departments to promote customer satisfaction and success
Manage and maintain customer portfolio in achieving the company's Net Retention goals

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