BENGALURU · FULLTIME
Global Scale Customer Success Specialist
IBM
Bengaluru · onsite · Posted 6d ago
Sourced from
Undisclosed3–7 yrsfulltimeBengaluru
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Section · 01
About this role
Your Role and Responsibilities:
Primary Responsibilities :
- Own the ultimate success of our SMB customers in your territory,ensuring they realise the full value of the Confluent Products.
- Accountable to maintaining customer health, driving consumption,forecasting and retention of the account base
- Maintain positive customer relationships through timely consumption check-ins with the customers, by sharing detailed customer usage metrics
- Leverage the insights gained from customer interactions to accurately forecast renewals, upsells or downgrades
- Own the renewal process, collaborate with internal stakeholders for timely execution of renewals, ensuring high retention rates
- Drive consumption through thorough understanding of use case and offering value added services tailored to customer needs
- Proactively identify risks, collaborate with internal stakeholders to come up with remediation plans and churn prevention
- Identify new selling opportunities by unlocking new usecases through effective Discovery and architecture deep-dive
- Work closely with the sales teams throughout the process - expansion , up-sell, risks and additional service/support opportunities within accounts.
- Coordinate the engagement of other Confluent resources (e.g.Customer Operations, Solutions Engineers, Deal Desk etc.) to ensure ongoing customer success.
- Promote the use of Confluent features and technology,communicating ROI throughout the customer lifecycle to stakeholders of all levels
- Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Required Education:
Bachelor's Degree
Preferred Education:
Master's Degree
Required Technical and Professional Expertise:
Required Skillset:
- You have a minimum of 3-5+ years of experience in a Customer Success capacity with a track record of increasing customer satisfaction,adoption, forecasting and retention.
- Comfortable working with SMB, Longtail accounts.
- Contract negotiation experience with the ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
- You are data-driven in your decisions and assume full ownership and accountability for your work.
- Aptitude to pick up technology and become proficient in mapping customer's business goals to Confluent's features and functionality
- Strong customer-centric mindset. Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path.
- Salesforce and Tableau user fluency.
- You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
Preferred Technical and Professional Experience:
Preferred Skillset :
- You have prior experience of working with large set of customers ensuring timely outreaches to enhance customer experience
- You have prior experience with data streaming or cloud software technologies
- You are a great and thoughtful communicator and listener
- Ability to conduct effective Discovery sessions and unlock new opportunities
- You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
- Open, growth mindset and high degree of self-accountbility fostered in a fast-paced, high-growth, dynamic environment.
- Experience in driving results and overachieving targets on a Sales Incentive plan.
Years of Experience:3 - 7
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Section · 02
Skills
Customer Experiencecustomer satisfactioncloud softwareConfluentArticulatecustomer successDeal DeskData StreamingMappingcontract negotiationcloudArchitectureoperationsCustomer OperationsCustomer RelationshipsForecasting
Section · Company
About IBM
IBM
IT Services & Consulting
130k+
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India
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