Customer Success Manager - UK & Northern Europe EMEA

Company: Elastic

SMB - Mid Market Customer Success Manager

At Elastic, we have a simple goal: to solve the world's data problems with products that delight and inspire. As the company behind the popular open source projects — Elasticsearch, Kibana, Logstash, and Beats — we help people around the world do great things with their data. From stock quotes to Twitter streams, Apache logs to WordPress blogs, our products are extending what's possible with data, delivering on the promise that good things come from connecting the dots. We unite Elasticians across 30+ countries (and counting!), 18 timezones and 30 different languages into one coherent team, while the broader community spans across over 100 countries.

We’re looking for a dynamic Customer Success Manager to work with our SMB to Mid-Market accounts in partnership with our Direct Sales Team. This role will be at the heart of our customer interactions at Elastic and critical to ensuring we have successful and happy users with high retention and growth rates.

If you love problem-solving and critical thinking, and are passionate about executing plans and strategies to achieve a high level of customer success, we'd love to hear from you!

 

What You Will Be Doing:
  • Actively working to achieve high renewal rates and identify key opportunities for increasing customer retention.
  • Take ownership to partner across many teams to coordinate customer success activities including onboarding and adoption programs through to ensuring successful renewals.
  • Work with the Sales team assigned to the region to plan and improve revenue - specifically renewals and upsell opportunities for Strategic SMB Accounts
  • Build and deliver @scale programs that will enable you to connect with many customers at one time, this includes webinars and events.
  • Take responsibility to accurately forecast revenue within your accounts
  • Manage customer issues and bring together the correct resources to resolve issues
What You Bring Along:
  • Minimum of 3 years of experience in a CSM, Technical Account Management or Sales related role in a relative and dynamic technology company
  • Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds
  • A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
  • Ability to build effective work relationships with various levels and departments of the organization, influence behavior, and change management
  • An understanding of Software Development life cycles and project management skills
  • Effective communicator of programs and concepts at all levels
  • High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations
Bonus Points:
  • Knowledge of Big Data, Cloud, NoSql, Search, and Logging products 
  • Experience working in a global organization and start-up environment 
  • Experience in technical architecture design
Additional Information:
  • Competitive pay and benefits
  • Equity
  • Catered lunches, snacks, and beverages in most offices
  • An environment in which you can balance great work with a great life
  • Passionate people building great products
  • Employees with a wide variety of interests
  • Distributed-first company with Elasticians in over 30 countries, spread across 18 time zones, and speaking over 30 languages!

Elastic is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. Elastic also makes reasonable accommodations for disabled employees consistent with applicable law.

Vacancy page : https://boards.greenhouse.io/elastic/jobs/1415503

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