Strategic Customer Success Manager📣 Job Ad

About Cloudera and the Strategic Customer Success Manager Role

Cloudera empowers organizations to transform complex data into clear and actionable insights, serving as a preferred data partner for leading companies across various industries. Driven by open-source innovation, Cloudera advances digital transformation for the world’s largest enterprises. We are seeking a Strategic Customer Success Manager to join our team in Riyadh, Saudi Arabia, in a full-time capacity.

Purpose of the Role

The Strategic Customer Success Manager operates as a trusted advisor and customer advocate, charged with driving Success Plans and ensuring successful outcomes for Cloudera's highest-profile customers. This role acts as a direct liaison between Cloudera and the customer throughout their Cloudera journey, ensuring all facets of product adoption take place, including planning, preparing, and driving the execution of plans in accordance with agreed customer timelines. The manager will enable customers to fulfill success initiatives within their business.

Key Responsibilities

As a Strategic 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 their Success Plan.
• Liaise and facilitate with key internal and external stakeholders.
• Demonstrate comfort with program and project management.
• Manage stakeholder escalations to achieve mutually agreeable outcomes.
• Develop and leverage reports, dashboards, and data to summarize customer engagements and statuses for both internal and external audiences.
• Analyze customer activity and data across the Cloudera organization, including from Sales, Support, Professional Services, and Training, to identify trends, gaps, or issues, and communicate/action these with stakeholders.

Customer Relationship Management

Acting as the customer’s trusted Cloudera advisor and advocate, the CSM manages a system of checks and balances between the company and the customer. This involves understanding customer needs and aligning the appropriate Cloudera resources, such as Engineering, Product Management, Support, or Services. The role also includes assisting with critical escalation management to ensure successful Cloudera interactions, business objectives, and product adoption.

Required Experience and Professional Attributes

Candidates should possess 5-10 years of relevant experience, including operating on-site with large enterprise customers. The role requires individuals who are comfortable working across business, technical, and senior management in a customer-facing capacity. Essential attributes include:

• Clear and concise communication skills, with confidence and articulation when engaging stakeholders.
• An ownership mentality towards customers and work.
• Persistence in forming trust relationships with customers.
• The ability to anticipate issues and act with agility and flexibility in various situations.

Location and Work Type

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia.