Job Description: The successful candidate will be mainly responsible for managing customer on-boarding, entitlement, administrative requests and support escalations. You will help to create a positive support experience by promptly handling customer requests and coordinating internal efforts to bring issues to resolution. This is a highly visible role as the Support organization plays a significant role in the customer's overall experience.
Key Responsibilities:
- Manage customer welcome and on-boarding activities, and coordinate cross-functionally as this relates to training, finance, operations, etc….
- Manage customer administrative and entitlement activities while ensuring customer’s SLAs are met.
- Advise customers on Cloudera Support best practices
- Own, action and monitor customer escalations and communicate progress update
- Liaise closely with the Support team to resolve escalated issues in a proactive manner
- Partner with account team (sales, PS, CS Management) to provide seamless customer interaction
- Analyze support usage and provide support activity reports to customers and internal teams
- Ensure all communication with customers are documented in SalesForce and appropriate systems
- Work cross functionally to drive automation and system improvements in our customer engagement processes
Background & experience
- 3 years successful track record in a support or account management role within a software / IT company
- Possess knowledge of enterprise software concepts and terminologies.
- Able to articulate the value of Support and effectively manage customer escalations
- Team player and excellent communicator who can engage across corporate functions (Support, Engineering, Sales, Professional Services)
- Proficiency in recording and documenting information in a CRM system, preferably SalesForce and JIRA.
Personal Attributes:
- Highly organized with strong attention to detail
- Customer focused and prepared to ‘go the extra mile’ – good listener
- Great Team player
- Excellent communication skills and ability to work with different personalities and temperaments
- Flexible and adaptable to a rapidly changing environment
- Able to work autonomously and proactively
- Proven influencer and negotiator
- Creative and excellent problem solver
- Self starter and self-motivator
- Ability to multi-task
