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Principal Customer Success Manager

ZEDEDA

ZEDEDA

Customer Service, Sales & Business Development
Texas, USA · Remote
Posted on Saturday, June 15, 2024
ZEDEDA makes edge computing effortless, open, and intrinsically secure - extending the cloud experience to the edge. ZEDEDA reduces the cost of managing and orchestrating distributed edge infrastructure and applications, while increasing visibility, security and control. ZEDEDA delivers a distributed, cloud-native edge management and orchestration solution, simplifying the security and remote management of edge infrastructure and applications at scale. ZEDEDA ensures extensibility and flexibility by utilizing an open partner ecosystem with a robust app marketplace and leveraging an open architecture built on EVE-OS, from the Linux Foundation. ZEDEDA delivers instant time to value, has thousands of nodes under management and is backed by world-class investors with teams in the US, Germany and India. For more information, visit www.zededa.com
About the Position: Principal Customer Success Manager (Houston, TX or REMOTE, USA)
ZEDEDA is seeking a team-oriented, highly effective, and motivated Principal Customer Success Manager (“CSM”). This position reports to the Vice President of Customer Experience. This CSM position will lead the company’s most strategic customer’s onboarding, adoption, expansion and renewal experience motions. Efforts include, but not limited to, represent ZEDEDA throughout the entire post-sales journey, advocate in influencing ZEDEDA’s offering roadmap and improvements, ensure contract renewals and expand upsell / cross-sell opportunities of ZEDEDA’s products and services. The successful candidate will be an accomplished self-starter with leadership experience; aware of market trends and transitions; understand Edge computing, data network systems architecture, cloud computing, open source and associated business value; have experience or familiarity with direct, channel, OEM and SI business motions; have proven track record to work in a matrix environment and possess excellent communication, presentation and organization skills.

Responsibilities

  • Lead the company’s most strategic customer’s onboarding, adoption, expansion and renewal experience motions
  • Be the customers’ guide through the entire post-sales journey, and advocate in influencing ZEDEDA offering roadmap and improvements.
  • Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors
  • Drive offering adoption by consulting them on when to expand their usage, adopt new functionality, and how to reduce time to value
  • Ensure contract renewals and expand upsell / cross-sell opportunities Coach customers on how to establish and implement their Edge Computing Strategy Develop and execute Success Plans to ensure customers realize the value of their ZEDEDA investment
  • Engage with dissatisfied customers on Get Well or Escalation Plans in order to address their pain points quickly and effectively
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their Edge Computing environments, as well as provide proactive information, guidance, and support.
  • Drive customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate customer concerns and ensure renewal readiness.
  • Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and solution opportunities.
  • Monitor key performance metrics like customer satisfaction, renewal rate, offering upsell/cross-sell revenue, reference-ability, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.
  • Proactively engage Customer Support, Product Management and Engineering to monitor and resolve complex technical issues.
  • Deliver Executive Business Reviews (Technical Services Reviews, Business Reviews, etc..) with the support and involvement of the Account Team, Product Management, Engineering and other groups
  • Work closely with the rest of the Customer Experience organization (Professional Services, Operational Support) and other key leadership in the Sales, Marketing, Support, Product Management and Legal organizations in driving a friction-less customer experience

Qualifications

  • 10+ years of experience in large scale deployments, Virtualization, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals and ability to understand Cloud based SaaS offerings
  • Demonstrate industry recognized credibility in the O&G and Renewables, Industrial Automation, Retail and Automotive verticals. In addition, understand industry recognized credibility in the AI/ML space is a plus
  • Required education and degree type: BS in Computer Science/Engineering or related field. MS or higher preferred
  • Experience selling to large enterprises and enterprises in emerging marketsStrong organizational and time management skills, possesses a sense of urgencyProject a professional image and demonstrates business acumen, driven to succeed
  • Ability to interact effectively with senior business managers and C-level executives
  • Ability to travel up to 25-50% of time
  • Demonstrated ability to foster collaboration and coordination with personal distributed across multiple global sites
  • Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
  • Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision.
  • Extensive experience in influencing teams across the organization to achieve desired customer outcomes.
  • Extensive experience driving contract renewal motions as well as Upsell / Cross-sell engagements together with Sales
  • Passionate about driving and tracking a consistent engagement process with all supported customers.
  • Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms Positive, growth-oriented mindset
  • Thrives in a matrixed, team environment anchored by ZEDEDA’s company values