Note: The job is a remote job and is open to candidates in USA. MariaDB is a leading database provider impacting various applications used daily. The Associate Customer Success Manager will manage customer relationships, drive adoption of MariaDB solutions, and ensure customer satisfaction and retention.
Responsibilities
- Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy
- Guide new customers through onboarding for MariaDB deployments
- Manage and maintain the automated program supporting relevant accounts within the portfolio
- Formulate an ongoing meeting cadence with the assigned portfolio
- Become a trusted advisor and advocate for customers within the company
- Understand customers' data management strategies and effectively articulate additional improvements and/or new strategies for their MariaDB implementations with minimal guidance
- Identify proactive opportunities to work with and provide value to customers
- Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact
- Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance
- Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities
- Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc)
- Responsible for measuring, managing, and improving customer health, engagement, and value realization
- Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio
- Articulate growth plans, expectations, and successes; documented and tracked within success plans
- Manage and maintain customer portfolio in achieving the company's Net Retention goals
Skills
- Always represent the company in a knowledgeable and professional manner
- Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills
- Good time management and organization skills
- 1-2 Years of relevant experience(customer support, entry level account management, graduate)
- Ability to develop and maintain C-Level relationships
- Ability to deliver custom ROI analysis for your customer portfolio with minimal guidance
- An understanding of customer success principles
- Basic understanding of relational databases and specifically MariaDB concepts and features
- Can speak to new features and quickly speak to new releases of MariaDB
- Communicates effectively at all levels with confidence
- Creates persuasive, clear, and concise emails and presentations for various audiences with minimal guidance
- Knowledge and understanding of databases
- Track record working effectively with internal, partner and customer teams
- Meets/exceeds MariaDB's functional/technical depth for this role
- Proficiency in a foreign language
Benefits
- Health insurance
- Life, and disability insurance
- 401(k)
- Funds toward professional development resources
- Flexible Paid Time Off (FPTO)
- Paid holidays
- Parental leave
- A very competitive compensation package
- Additional benefits
- A massive degree of flexibility, freedom, and more
Company Overview