Customer Success Manager

As a Native Cloud Customer Success Manager, your primary responsibility will be to ensure the success and satisfaction of our customers who utilize native cloud services and solutions. You will act as a trusted advisor and advocate for our customers, helping them maximize the value they derive from their native cloud investments. You will work closely with our clients to understand their business objectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage of native cloud technologies.

Key Responsibilities:

• Customer Relationship Management:

Build and maintain strong relationships with key customer stakeholders, becoming a trusted advisor on native cloud technologies and best practices.

Regularly engage with customers to understand their goals, challenges, and requirements, and provide strategic guidance to align their objectives with the capabilities of native cloud services.

• Adoption and Onboarding:

Lead the onboarding process for new customers, ensuring a smooth and efficient transition to native cloud solutions.

Provide hands-on guidance to customers during the implementation phase, helping them set up and configure their cloud environments according to best practices.

• Solution Consultation:

Collaborate with customers to understand their technical and business needs, and recommend appropriate native cloud solutions to address those needs.

Provide in-depth product knowledge and demonstrations to showcase the capabilities and benefits of native cloud services.

• Value Realization:

Work closely with customers to define success metrics and key performance indicators (KPIs) that align with their business objectives.

Monitor and analyze customer usage patterns and adoption rates to identify opportunities for increased value and optimization of their native cloud investments.

• Customer Advocacy:

Serve as the voice of the customer within the company, representing their needs, feedback, and challenges to relevant internal teams such as product development and engineering.

Advocate for customers' interests and priorities, ensuring that their feedback is incorporated into product and service enhancements.

• Issue Resolution and Support:

Address customer inquiries, concerns, and issues promptly and effectively, collaborating with technical support teams when necessary to ensure timely resolution.

• Renewals and Upsells:

Proactively identify opportunities for contract renewals and upselling additional native cloud services based on customer needs and usage.

Requirements:

• Bachelor's degree in a relevant field (Computer Science, Engineering, Business, etc.) or equivalent practical experience.

• Strong understanding of cloud computing concepts, particularly native cloud services offered by major cloud providers (e.g., AWS, Azure, Google Cloud).

• Previous experience in customer success, account management, or technical consulting related to cloud technologies.

• Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical stakeholders.

• Problem-solving mindset with the ability to understand and address customer challenges effectively.

• Proven track record of driving customer success and building long-term relationships.

• Familiarity with project management methodologies and tools.

• Relevant certifications in cloud technologies (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals) are a plus.