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 Enterprise Customer Success Manager (ECSM) will play a key role in driving customer success, retention, and expansion within our Enterprise accounts focused on Latin America accounts with potential to add other Americas accounts. ECSMs continually monitor customer health within their portfolio and provide feedback and recommendations to ensure customers take full advantage of the Confluent Portfolio and product capabilities.What You Will Do:
Meet/exceed quarterly retention targets by proactively engaging with account teams across the defined portfolio and ensuring renewal activities are completed along with the sales team.
Key contributors assisting in identifying new use cases, building high level project plans, and helping manage those projects to successfully go live and produce consumption.
Proactively Identify areas of account risk and escalate internally to engage and garner pertinent resources across disciplines to document and execute a get-well plan for prompt resolution.
Advocate for your customers and facilitate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
Monitor adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluent’s solutions.
Execute cross functional programs and services across the existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent.
Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products through routine reports, presentations, executive briefings and outreach.
Contribute to improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
What You Will Bring:
5+ years B2B experience in customer success, account management, sales or consulting roles with proven results within global, high-growth, technology companies.
SaaS sales/support model experience with focus on Product-led and Consumption-based sales model.
Demonstrative track record of building executive level relationships internally and externally and contributing to key artifacts to aid in communications.
Strong written and verbal communication skills and proven facilitation capabilities.
Project management understanding and experience desired; familiarity with project management tools, such as Asana.
Tableau, Salesforce, Gainsight and other reporting/customer experience tools and experiences are preferred/valued.
Demonstrated ability to function effectively with English, Portuguese and Spanish in a business environment is highly desirable.
Come As You AreAt 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.At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $99,100 - $116,460 a competitive equity package and is also eligible for additional commission and/or bonus pay. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click HERE (https://confluentbenefits.com/) .Click HERE (https://www.confluent.io/legal/confluent-candidate-privacy-notice/) to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.#LI-Remote
