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Customer Renewal and Expansion Specialist

2 months ago

Boise, Idaho, United States Confluent Full time
About the Role

The Enterprise Customer Success Manager will play a crucial role in driving customer success, renewals, and subscription expansion within our Enterprise accounts.

Key Responsibilities
  • Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and customer retention activities as a member of a sales team.
  • Serve as primary point of contact for assigned customers in securing renewal - including quotation, negotiation, and closing activities.
  • Submit accurate and timely renewal sales forecasts.
  • Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
  • Coordinate the engagement of other Confluent resources to ensure ongoing customer success.
  • Meet and exceed daily and weekly touchpoint goals for existing customers to ensure proactive cadence.
  • Promote the use of Confluent features and technology.
  • 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.
  • Develop and nurture customers to become strong advocates on behalf of Confluent.
  • Champion and advocate for Enterprise 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 renewal goals.
Requirements
  • 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.
  • 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 propositions.
  • Experience in tracking sales activities, customer data, and customer status.
  • Ability to multi-task across a high number of accounts at any given time.
  • Bachelor's degree or equivalent experience.
  • 4+ years of B2B experience in account management, sales, or consulting roles with proven results within global, high-growth technology companies.
What Gives You an Edge
  • Consulting experience a plus.
  • Ability to command a room - public speaking experience a plus.