Strategic Customer Success Manager

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit ~~~

What your impact will be

LOCATION: US Central Time Zone

As EDB Strategic Customer Success Manager (CSM), you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their goals and attaining sustainable value from our solutions. As a member of the CSM team, you will collaborate across all functions of the EDB organization to drive adoption, growth, and retention to your accounts while ensuring a positive customer experience.

WHO Your passion as a professional CSM is being a champion for your accounts. You will develop, prioritize, and execute customer success plans to nurture and guide your

customers along their journey with EDB, leveraging insights from data and engagement. Working in a dynamic environment, you are able to successfully manage multiple accounts as you deliver an exemplary experience by advocating on your customers' behalf. You can drive synergy across internal and customer teams to bring solid results and issue resolution. You will serve as your customers' EDB trusted advisor.

EXPECT to collaborate with other EDB functional teams to provide outstanding customer outcomes. You will be your customers' advocate with key EDB stakeholders including Sales, Services, Support, Product, and Marketing teams, as well as other members of the Customer Success team.

What your impact will be

• Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings.

• Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge

• Proactive management of customers to optimize account health, mitigate risk, and reduce churn

• Nurture accounts to identify opportunities for expansion and growth

• Utilize consultative motions to drive outcomes throughout the customer lifecycle

• Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution

• Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references

• Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management

• Consult with customers on benefits and value of EDB portfolio and related technologies

What you will bring

• 8+ years of account management experience in Customer Success, Sales, Consulting, Customer Advocacy, or relevant experience

• Highly skilled experience in successfully managing multiple high value accounts and customers in a dynamic environment

• Establishes effective working relationships with stakeholders across functional areas and levels of a customer's organization up to C-level executives

• Direct experience working with globally distributed and remote customer and internal teams

• Nurture and manage customer relationships to ensure high customer satisfaction that results in adoption, growth, retention, and references

• Strong professional presence; can effectively deliver presentations and demos, have clear communications and interpersonal skills

• Proactive and creative problem solving mindset

• Passionate and high empathy for customer experience

• Strong discipline in using CS Management tools to derive insights, and optimize account health

• Commitment to continuous learning and improvement

• Consistently contributes to CS team initiatives and projects

• English Language Skills and appropriate academic achievements, preferably Degree or equivalent

What will give you an edge

• Experience with Partner relationship management

• Knowledge of PostgreSQL, Linux, RedHat Linux, HPE Open Source, cloud service providers

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EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

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