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Strategic CSM, Public Sector

3 months ago

Oklahoma City, Oklahoma, United States Confluent Full time

This role is offered to active duty service members who are enrolled in the Skillbridge program or are looking for a Skillbridge internship only. This is a contract role for up to 6 months. Interns will be paid through the Skillbridge Program by the Department of Defense.

With Confluent, organizations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organization to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

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".

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 events

What You Will Bring:

  • Experience and ability 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

What Gives You an Edge:

  • Bachelor's degree or equivalent experience
  • Currently holds or has held a clearance

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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