Customer Success Manager

7 days ago

North Sydney, Australia Teradata Full time

The Customer Success Manager is a strategic customer facing position focused on increased adoption of Teradata technologies and customer value realization of their investment. You will advocate for Teradata to drive success across multiple customer outcomes. The Customer Success Manager is highly respected for their knowledge, skills and empathy to meet their customers’ business challenges through the use of data and analytics at scale.

Customer Success Managers work with many of our customers, who rank among the best and largest in their industry, including leading financial institutions, manufacturers, telcos, retailers, airlines and major government entities.

Our Customer Success Manager will operate as a trusted advisor focused on ensuring the customer gets access to the best knowledge to support our solutions, architectures, technical detail and delivery know how, that will ensure their success. The Customer Success Manager establishes and enhances customer relationships that promote retention and loyalty as well as provides technical expertise and facilitating engagement with Teradata experts to assist customers in getting the most value out of their investment in Teradata.

**Responsibilities**:
You will work with the Lead Customer Success Manager to develop relevant and actionable success plans, and partner internally to ensure successful delivery of related services and support functions. In collaboration with the Lead CSM you will develop strategies to:
Manage and curate existing customer relationships leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention within the assigned accounts.

Develop and establish new relationships with both business and IT decision makers (up to C-suite), to drive growth and adoption of current investment, while identifying upselling and expansion opportunities.

Educate Customers on how to use Teradata solutions to solve their most demanding business issues.

Serve as trusted advisor to clients and function as a facilitator for customer access to Teradata SMEs and functions.

Increase use of Teradata software through positioning of new features, use cases and adding new capabilities.

Partner with other account team members on overall account planning and strategy.

Partner with the account team and renewal managers to ensure renewals are completed on time as well as looks for opportunities for upselling.

Be responsible for executing on the Net Promoter Score Survey to the customer, ensuring we have both adequate feedback and follow up on detractors to better understand how to serve our customer better.

Take ownership across activities and issues that drive successful outcomes for customers, to ensure the customer is happy and sees value in continuing to renew.

Required Skills / Qualifications

Possess a keen interest in and understanding of developments in data and analytic technologies.

5+ years of experience on customer-facing roles (e.g., pre-sales, consulting, software sales background etc.)

Experience in promoting analytic solutions for large enterprises in either a pre-sales or customer success role

Have experience or good understanding/exposure with Cloud technologies such as AWS, Azure and Google Cloud.

A clear, confident and persuasive communicator who can craft, summarize and deliver messaging for various groups of users, influencers and stakeholders.

Demonstrate ability to understand customer’s needs and provide thought leadership to influence and build trust at different levels.

Possess the ability to multi-task and manage competing priorities across multiple customers.

Strong analytical and problem-solving skills and an ability to manage complexity in a frequently changing environment.

Demonstrate excellent organizational and people skills.

BA, BS, MBA, or MS in business, technical or professional discipline or equivalent work experience.

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