Customer Success Specialist

We're looking for Customer Success Specialists!
Responsibilities:
Own the ultimate success of our SMB customers in your territory,ensuring they realise the full value of the Confluent Products.
Accountable to maintaining customer health, driving consumption,forecasting and retention of the account base
Maintain positive customer relationships through timely consumption check-ins with the customers, by sharing detailed customer usage metrics
Leverage the insights gained from customer interactions to accurately forecast renewals, upsells or downgrades
Own the renewal process, collaborate with internal stakeholders for timely execution of renewals, ensuring high retention rates
Drive consumption through thorough understanding of use case and offering value added services tailored to customer needs
Proactively identify risks, collaborate with internal stakeholders to come up with remediation plans and churn prevention
Identify new selling opportunities by unlocking new usecases through effective Discovery and architecture deep-dive
Work closely with the sales teams throughout the process - expansion , up-sell, risks and additional service/support opportunities within accounts.
Coordinate the engagement of other Confluent resources (e.g.Customer Operations, Solutions Engineers, Deal Desk etc.) to ensure ongoing customer success.
Promote the use of Confluent features and technology,communicating ROI throughout the customer lifecycle to stakeholders of all levels
Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Qualifications:
Comfortable working with SMB, Longtail accounts.
Contract negotiation experience with the ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
You are data-driven in your decisions and assume full ownership and accountability for your work.
Aptitude to pick up technology and become proficient in mapping customer's business goals to Confluent's features and functionality
Strong customer-centric mindset. Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path.
Salesforce and Tableau user fluency.
You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
(Note: Relevant applicants will receive an email requesting additional information as part of the next stage. The application process will be completed directly on the team's designated platform, and all subsequent communication and decisions regarding the opportunity are managed by the respective hiring team.)

Work arrangement
Hybrid