Sr. Manager, Federal Customer Success Engineering

Confluent; Juneau (AK); Remote; USD 220,000 - 259,000; Full time

Job summary

Confluent is seeking a Technical Leader to manage a team of Federal Customer Success Technical Architects. This role involves mentoring team members, setting performance goals, and ensuring customer satisfaction while driving the adoption of Confluent's Data Streaming Platform in federal sectors.

Qualifications

• Prior experience managing technical teams, preferably remote.
• Experience in customer-facing technical roles such as TAM or CSE.
• Strong problem-solving and relationship management skills.

Responsibilities

• Manage the Federal CSTA team and mentor members.
• Set performance goals and manage team achievements.
• Collaborate with cross-functional teams to drive customer retention.

Skills

Customer relationship management

Technical leadership

Collaboration

Job description

With Confluent, organizations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organization to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

Confluent is searching for an experienced technical leader to manage our team of Federal Customer Success Technical Architects (CSTAs). Our CSTAs, similar to a Technical Account Manager (TAM), work with our Strategic customers in our Confluent Federal business in the DoD, Civilian, and SLED sectors as proactive and deeply technical guides for our customers as they adopt Confluent’s Data Streaming Platform. Many of these customers use Confluent’s products for mission critical use cases. In this role you will focus on managing a team responsible for driving post-sales customer value and technical health while supporting business goals for renewal, expansion and strategic growth. Your goal will be to help your team apply deep technical expertise to help their customers achieve their Agency objectives and get full value from Confluent’s suite of products.

What You Will Do:

• Manage the Federal CSTA team and act as a mentor and coach to help them grow in their careers. Own staffing and hiring for your team

• Set clear, high-performing goals and expectations for your team and manage performance and achievement of goals

• Represent CSTA leadership on behalf of the Confluent Federal customers, and collaborate with leadership from Support, Professional Services, Sales, and other Customer Success teams to drive customer retention and expansion

• Act as a point of escalation for customers, and develop action plans to leverage cross-functional resources to solve customer satisfaction issues

• Identify product and technology gaps with customers and present a customer point of view to product and leadership teams

• Strategize with the Confluent Public Sector leadership team to assess risk, and develop cross-functional mitigation plans

• Partner with the global CSTA management team to develop and improve the CSTA offering and build engagement playbooks that align to the Public Sector customer journey

What You Will Bring:

• Prior experience managing excellent technical teams - the ideal candidate will have experience managing remote teams

• Prior experience working as a TAM, CSE or in another related customer-facing technical role (e.g. professional services, solutions engineering, etc.) that will enable you to coach CSTAs who report to you and develop programs/process to guide them

• Strong experience handling both customer-facing and internally escalated issues

• Collaborative spirit, outstanding consulting and relationship management skills

• Ability to contribute to, and articulate, the long term strategy of the Confluent Federal customer success program

• Ability to handle ambiguity and lead a team through new and fast-changing situations

• US DoD Security Clearance, or the ability to obtain, preferred

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $220,200 - $258,750 and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click HERE (https://confluentbenefits.com/) .

Click HERE (https://www.confluent.io/legal/confluent-candidate-privacy-notice/) to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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