Enterprise Relationship Manager

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeCustomerSuccessManager Tempo inteiro R$90.000 - R$120.000
Job Overview

We are seeking a Customer Success Manager to join our team at a global organization. As a key partner, you will help valued customers achieve their strategic objectives and maximize value from their investment in Splunk.


Responsibilities
  1. Orchestrate overall relationship with assigned clients, including growing adoption, ensuring retention, and happiness.
  2. Work with clients to build Customer Success Plans, establishing critical goals to aid the customer in achieving their objectives.
  3. Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally to the Account team and externally to Customer Sponsors and Executives.
  4. Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
  5. Cement yourself as a trusted/strategic advisor with customers and drive continued value of products and services.
  6. Work closely with the Account Team (Account Manager, SE, PS and EDU) to find opportunities for new usage of Splunk across organizational functions.
  7. Work to identify and/or develop upsell opportunities.
  8. Advocate customer needs/issues cross-departmentally and program-manage customer concerns.
  9. Assist and provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence.
  10. Assist in workshops to help customers demonstrate the full value of Splunk solutions and lead periodic partner meetings.
  11. Provide insight with respect to the availability and applicability of new products and features.
  12. Support Professional Services with scoping, and selling follow-on and new service opportunities.
  13. Support Education Services in identifying and recommending staff training opportunities.
  14. Identify in cooperation with the Account team the key success criteria for Splunk deployment and drive customer happiness.
  15. Act as the liaison for Splunk technical inquiries, issues or escalations. This will include working with Splunk Support, Product Management (i.e. roadmaps), or others as needed.

Key Qualifications
  • Prior experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or Public Sector organizations.
  • Bi-lingual (English / Portuguese)
  • Prior experience in IT dev/ops, observability, cloud, SAAS highly desired
  • Confirmed ability to drive continuous product value.
  • Experience developing product use-cases with customers.
  • You will be a strong teammate, but still a self-starter.
  • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.
  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems.
  • Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value.
  • You have played in the Enterprise and/or cloud software space.
  • Experience navigating and steering customer engagements to completion with a high level of customer happiness.
  • Estimated travel is 25%.

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