
Enterprise Customer Success Manager
3 days ago
The Enterprise Customer Success Manager will play a key role in driving Customer Success, renewals and subscription expansion within our Enterprise accounts, **including key customers in the Singapore financial services sector **.
You will be a trusted advisor to 10-30 customers, where you help them to fully utilise the Confluent platform
- Own the ultimate success of our Enterprise customers in your territory, ensuring they realize the full value of the Confluent platform.
- Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and ensuring on-time customer retention.
- Serve as primary POC for assigned customers in securing renewal - including activities from quotation to close.
- Submit accurate and timely renewal sales forecast through SalesForce
- Identify and collaborate with sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
- Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Sales, etc.) to ensure ongoing customer success.
- Meet and exceed daily and weekly call goals for providing touch points for existing customers to ensure proactive cadence (e.g. every 30-days).
- 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.
- Analyze your portfolio, identify risks and opportunities and prioritize for impact.. Act as the main owner to drive issues to resolution.
- Proactively identify issues/risks and escalate internally for prompt resolution.
- Develop and nurture customers to become strong advocates on behalf of Confluent.
- Champion and advocate for mid-market customer requirements within Confluent.
- Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
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