Global Enterprise Success Strategist

hace 10 horas


San José, San José, Costa Rica Cloudera A tiempo completo

**Job Overview**

The Global Enterprise Success Strategist role at Cloudera plays a critical part in ensuring the scalability of Customer Success and delivering success activities across all customer segments through a high-ratio, low-touch engagement model.

This strategic position focuses on driving retention and adoption while continually assessing customers and prioritizing how and where they spend their time.

**Responsibilities**:

  • Maintain a portfolio of customers and strategically prioritize customer needs across multiple accounts to ensure effective success activities.
  • Conduct initial success calls with customers to understand their business goals, use cases, and strategic objectives.
  • Work with customers to define a comprehensive Success Plan that tracks milestones and measures progress against shared metrics.
  • Identify resources for customer self-service and encourage its utilization to maximize efficiency.
  • Monitor Customer Health Score in the Customer Success platform and intervene as necessary to mitigate churn risks and drive consumption.
  • Continuously monitor customer account health dashboards to identify issues, diagnose problems, and execute impactful solutions.
  • Use insights from Account Health Dashboard to identify potential escalations and escalate to the Account Executive (AE) or Renewals Specialist as needed.
  • Leverage account health metrics to provide valuable insights informing renewal conversations with AE and Renewals Specialist.
  • Deliver ongoing value through programmatic offerings by grouping customers with similar needs together.
  • Leverage playbooks to drive decision-making and customer interactions, maximizing the effectiveness of each engagement.
  • Leverage customer success analytics to identify predictive indicators of churn and consumption risk, enabling proactive strategies.

**Qualifications:**

  • 5+ years of experience in customer success, account management, consulting, or similar roles, preferably with SaaS experience.
  • BA/BS or equivalent educational background.
  • Knowledge of data management, data warehouse, cloud, enterprise application integration, and database technologies is desirable.
  • Excellent communication and interpersonal skills are essential for building strong relationships with customers.
  • Able to quickly get up to speed on new customer accounts and effectively manage multiple priorities simultaneously.
  • Able to support the US timezone (Pacific Time).


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