Senior Customer Success Manager – Telcos

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Stellenbeschreibung:

Responsibilities

Serve as the primary post-sale point of contact for assigned enterprise accounts
Foster trust and understand customers' business goals
Proactively support onboarding and continued adoption of Redis solutions across large, distributed technical organizations
Build and maintain relationships with DevOps, application development, platform engineering, and executive stakeholders
Drive Redis Enterprise adoption by identifying use cases aligned with customer goals
Deliver regular business reviews and executive presentations virtually and in person
Advocate for customer needs internally and collaborate with Product, Support, and Engineering
Develop tailored success plans for large, matrixed customer organizations
Coordinate training, best practices, and knowledge-sharing sessions for technical teams
Monitor performance metrics and recommend ways to maximize ROI and optimize product usage
Identify expansion opportunities and partner with Sales on upsell and cross-sell initiatives
Track account health and mitigate risks
Support contract renewals by demonstrating ongoing value
Engage CTOs, VPs of Engineering, and other senior decision-makers
Collaborate with Sales, Solutions Architecture, Support, and other teams
Act as the voice of the customer within Redis

Requirements

8+ years of experience in Customer Success, Account Management, or a related customer-facing role
Direct experience managing accounts within Telecommunications organizations (Telcos) is required
Strong understanding of cloud services, data platforms, or related technologies
Experience working with DevOps teams, application development teams, and engineering organizations
Experience with SaaS products and public cloud (AWS, GCP, Azure)
Proven exposure to enterprise clients in the Telecommunications and/or Financial Services industries
Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention
Demonstrated experience running executive presentations, both virtually and in person
Strategic problem-solving ability
Comfortable working cross-functionally with Sales, Product, and Marketing
Background check required as a condition of employment
Experience with Redis or NoSQL databases is a plus
Experience with software development (Java, .NET, Python) is a plus
Some experience with DBaaS is a plus
Familiarity with telecommunications network architecture, 5G, or edge computing use cases is a plus

Core Competencies

Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving adoption and satisfaction for enterprise clients in Telecommunications. Proficient in collaborating cross-functionally and delivering impactful executive presentations to foster relationships and maximize ROI.