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Senior Customer Success Manager

Company: MemSQL
Location: Remote
Posted on: June 12, 2021

Job Description:

About the Position

SingleStore is incredibly excited to add a passionate customer advocate to our growing Customer Success team. As one of our first Customer Success Managers, you will team with our sellers to own the relationships and delight of SingleStore's strategic and enterprise customers. You will be responsible for helping your customers realize huge value from their investments in SingleStore.

Customer success is about developing customer relationships to ensure their needs will be met, which results in higher customer loyalty and increased revenue. Customer success takes sales to the next level. We achieve customer success when our customers realize the expected value from the use of our product and interaction with our company.

The Customer Success team acts as the voice of the customer to product management to create the tools and features customers need, works with Marketing to find the right kinds of leads, partners with Sales to bring first-tier, high value customers into the company, and works with the post-sale organization to ensure onboarding, training and support are working flawlessly so customers are fully engaged and are getting the value they expect from their relationship with SingleStore.

As a CSM, the more proactive you are, the bigger your impact will be. You will use the framework components of onboarding, retention, expansion and advocacy to take customers through a positive relationship journey with SingleStore.

We will look to you to develop a network of SingleStore champions and advocates within your portfolio. Though this is not a sales job, your network at the customer site will help you uncover opportunities for expansion, and you will collaborate closely with the account executives on these. You will be a bridge between the customers and sellers to our technical teams.

About You

  • You are an effective connector and communicator equally comfortable writing an eloquent e-mail, giving an executive presentation or running a workflow white-boarding session. You must be comfortable diving into the details, but know when to keep it brief.
  • You have experience working with senior executives at both large enterprises and growing startups
  • You command credibility based on your experience, and the guidance you provide as you lead customers through the Customer Success Journey
  • You can manage multiple complex customer situations with world-class project management skills
  • You manage and monitor customer support escalation and identify risks, serving as an internal customer support advocate.
  • You understand data and it's value to an organization, are conversational in the technical aspects of our capabilities, and can recognize when SingleStore can add value to a customer's strategic initiatives.
  • You are passionate about your customers' success
  • During a crisis, you project confidence and put customers at ease
  • You can influence a variety of stakeholders to get the job done for the customer
  • You partner with product management, sharing customer feedback and your own observations to provide ideas on product feature improvement.
  • You are able to travel up to 25% of the time.

Requirements

  • Client management experience in the tech industry, as a consultant, or similar.
  • Demonstrated ability to connect with customers at all levels
  • Elite problem solving skills
  • Ability to empathize with both internal and customer stakeholders
  • 7-10 years of relevant work experience.

Perks & Benefits

  • Performance based incentives, top-of-market benefits, Wellness program, Pre-IPO equity, dog-friendly work space, casual work environment.

About SingleStore

SingleStore is one platform for all data, built so you can engage with insight in every moment. Trusted by industry leaders, SingleStore enables enterprises to adapt to change as it happens, embrace diverse data with ease, and accelerate the pace of innovation. SingleStore is venture-backed and headquartered in San Francisco with offices in Portland, Seattle, Boston, Bangalore, London, Lisbon, and Kyiv. Defining the future starts with The Database of Now.

Consistent with our commitment to diversity & inclusion, we value individuals with the ability to work on diverse teams and with a diverse range of people.

To all recruitment agencies: SingleStore does not accept agency resumes. Please do not forward resumes to SingleStore employees. SingleStore is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

Keywords: MemSQL, Eugene , Senior Customer Success Manager, Other , Remote, Oregon

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