Strategic Customer Success Manager

Cloudera

Canberra

On-site

AUD 120,000 - 180,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Generous PTO Policy

Flexible WFH Policy

Mental & Physical Wellness programs

Phone and Internet Reimbursement

Continued Career Development

Comprehensive Benefits and Competitive

Volunteer Time

Employee Resource Groups

Job summary

Cloudera is seeking a Strategic Customer Success Manager in Australia to drive adoption of our data platform with top enterprise customers. You will partner with stakeholders across Engineering, Product Management and Services to plan and execute success initiatives.

The role requires strong communication, project leadership, and experience with large-scale data platforms. On-site collaboration with government and enterprise clients is common, with flexible WFH options available.

Qualifications

Fluent English; other languages a plus.
5–8+ years of relevant experience.
Experience with large-scale data platforms.
Experience with software implementation and upgrade management.
Experience with the Australian Government.

Responsibilities

Exemplify strong customer facing skills and stakeholder management.
Take ownership for the customer’s product adoption of Cloudera products and Success Plan.
Have experience operating on-site with large enterprise customers.
Liaise and facilitate with key internal and external stakeholders.
Have clear and concise communication skills.
Take an Ownership mentality over your customers and work.
Be comfortable with program, project management.
Anticipate and mitigate complex risks.
Demonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomes.
Develop & leverage reports, dashboards, and data to summarise customer engagements and statuses, both to internal audiences as well as back to your customers.

Skills

Stakeholder management

Customer advocacy

Strategic planning

Communication skills

Program management

Risk mitigation

Data storytelling

On-site enterprise experience

Team collaboration

ITIL familiarity

Large-scale data platforms

Education

Bachelor's degree or higher

Tools

Oracle

MySQL

Teradata

Job description

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. Strategic Customer Success Manager’s (CSM’s) are charged with driving Success Plans through operating as a trusted advisor and customer advocate to drive successful outcomes for our highest profile customers. You will 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. You will pull the customer above the line to enable them to fulfill success initiatives within their business. Acting as the customer’s trusted Cloudera advisor and advocate, CSMs 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). This will include assisting with critical escalation management to ensure their Cloudera interactions, business objectives and product adoption is a success. You are comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders. A key aspect to success in the role is persistence: forming a relationship of trust with the customer, anticipating issues, acting with agility and flexibility in the face of any situation that may arise.

As a Customer Success Manager you will:

Exemplify strong customer facing skills and stakeholder management
Take ownership for the customer’s product adoption of Cloudera products and Success Plan
Have experience operating on-site with large enterprise customers
Liaise and facilitate with key internal and external stakeholders
Have clear and concise communication skills
Take an Ownership mentality over your customers and work
Be comfortable with program, project management
Anticipate and mitigate complex risks
Demonstrate best practices and ability in managing stakeholder escalations to mutually agreeable outcomes
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)

We’re excited about you if you have:

Fluent English, other languages a plus
Experience with large scale data platforms
Experience with software implementation and upgrade management
Strong technology and security background either in a technical or business capacity
Experience working with the Australian Government
Familiarity with project lifecycle management and the complexities around project delivery
Understanding of data management concepts
Understanding of ITIL concepts
Experience with an RDBMS (Oracle, MySQL, Teradata, etc)
Understanding of networking concepts
5 - 8 or more years relevant experience
Degree level of education with high attainment or equivalent experience in a related field

What you can expect from us: