Strategic Customer Success Manager - Public Sector

The Strategic Customer Success Manager (SCSM) will play a key role in driving customer success, retention, and subscription expansion within our Public Sector organization. SCSMs provide thought leadership and actionable recommendations to ensure customers take full advantage of the Confluent Portfolio and product capabilities. They are passionate about building customer relationships and embody our core value of “Customer Love”.

ABOUT THE JOB

What You Will Do:-Meet/exceed quarterly retention targets by proactively engaging with account portfolio and ensuring renewal activities are completed along with the sales team-Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts-Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluent’s solutions-Drive cross functional programs and services across existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent-Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, etc. to an Executive audience to drive business value realization and alignment-Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products-Proactively identify issues/risks and escalate internally for prompt resolution-Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent-Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of existing account base-Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals-Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement eventsWhat You Will Bring:-Experienced and able to communicate effectively with business executives and leaders about the technical, account and financial aspects of their business relationship with Confluent-Experience with the sales discovery process and customer service escalation models-Experience running Executive level reviews in person-Ability to command a room - public speaking experience a plus-Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric-Honest and transparent partner to customers, winning and keeping their trust-Exceptionally well organized / detail-oriented with outstanding oral and written skills-Technically competent with a fundamental understanding of Confluent technology, offerings, and value proposition-Experience in tracking sales activities, customer data, and customer status-Ability to drive synergy and accountability across cross functional teams-Collaborative inventive team player-Experience implementing and supporting large-scale technology solutions at Fortune 500 companiesWhat Gives You an Edge:-Bachelor’s degree or equivalent experience-B2B experience in account management, sales or consulting role with proven results within global, high-growth, technology companies-Currently holds or has held a clearance

RESPONSIBILITIES

• Meet/exceed quarterly retention targets by proactively engaging with account portfolio and ensuring renewal activities are completed along with the sales team
• Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts
• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluent’s solutions
• Drive cross functional programs and services across existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent
• Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, etc. to an Executive audience to drive business value realization and alignment
• Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products
• Proactively identify issues/risks and escalate internally for prompt resolution
• Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent
• Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of existing account base
• Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals
• Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events

QUALIFICATIONS

• Experienced and able to communicate effectively with business executives and leaders about the technical, account and financial aspects of their business relationship with Confluent
• Experience with the sales discovery process and customer service escalation models
• Experience running Executive level reviews in person
• Ability to command a room - public speaking experience a plus
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric
• Honest and transparent partner to customers, winning and keeping their trust
• Exceptionally well organized / detail-oriented with outstanding oral and written skills
• Technically competent with a fundamental understanding of Confluent technology, offerings, and value proposition
• Experience in tracking sales activities, customer data, and customer status
• Ability to drive synergy and accountability across cross functional teams
• Collaborative inventive team player
• Experience implementing and supporting large-scale technology solutions at Fortune 500 companies
• Bachelor’s degree or equivalent experience
• B2B experience in account management, sales or consulting role with proven results within global, high-growth, technology companies
• Currently holds or has held a clearance

OTHER

Must be located in EST