Job Description

Your Team & Role:

We are seeking candidates in the Central USA Time Zone.

As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is to drive customer satisfaction, retention, and expansion.

Your day to day:

- Customer Success
- Deliver an elite customer experience by employing a customer-centric approach in managing our Direct End Customers.
- Build close relationships with customers to understand their needs with the goal of maximizing value.
- Proactive outreach and engagement with Zadara’s existing Direct End Customers to ensure continued adoption and satisfaction.
- Serve as the voice of the customer within the organization, sharing feedback with product and engineering teams.
- Design and execution of personalized customer success plans for each customer.
- Develop and execute strategic account plans to drive customer satisfaction, retention, and growth.
- Own all aspects of customer relationships including retention, expansion and satisfaction.
- Manage the renewal experience and identify and define new opportunities aligning the customers’ objectives and Zadara solutions.
- Provide training sessions and resources to help customers utilize our cloud solutions effectively.
- Address customer inquiries and resolve issues promptly, leveraging support teams as needed.
- Performance Tracking
- Experience implementing customer success metrics around adoption, expansion and retention.
- Leverage data insights to manage progress, performance, and priorities.
- Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner.
- Collaborate with internal stakeholders such as delivery engineers, and Product to analyze customer feedback and guide customer success.
- Create and present reports on customer progress and outcomes.

What you bring:

- 5+ years of experience in customer success, account management, or a related role, preferably in the SaaS/cloud industry.
- Strong technical aptitude and the ability to understand and communicate technical concepts.
- Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
- Able to learn fast and have a deep understanding of the company's products and services.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple projects and prioritize effectively.
- Analytical mindset with the ability to derive insights from data.
- Adaptable, understand an impending change and keep an open mind.