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Lead, Customer Success Manager

Support | Bangalore, India

Lead, Customer Success Manager

Job Description

The successful candidate will be responsible for managing a team of Customer Success Managers as well as managing 3 high value enterprise accounts. You will also complete customer success related activities, i.e. customer onboarding, entitlement verification, escalations, administrative support requests, etc. Your goal will be to protect our support revenue stream by nurturing customer relationships and building a team that provides onboarding care and service. This is a highly visible role as you will be working with Support Management and other important player within our organization.

Key Responsibilities

  • Engage with clients to drive engagement and value
  • Understand the bigger picture, proactively position value and assist with execution
  • Own and manage interaction plans to ensure continuity of support renewal and potential add on business
  • Manage customer administrative and entitlement activities
  • Partner with account team (sales, PS, CS Management) to provide seamless customer interaction
  • Analyze data on Support usage, surveys and all other forms of feedback to form a comprehensive point of view on client and territory health
  • Work side by side with the CSMs you manage. Identify key strengths and areas to improve so they can reach the next level of their career.
  • Complete Quarterly Business Reviews with key accounts
  • Ensure the CRM, LMS, and engineering systems are regularly updated for operational readiness and data quality on your accounts
  • Ensure all communication with customers is well documented in SalesForce and appropriate systems
  • Liaise closely with the Support team and management to resolve escalated issues in a proactive manner
  • Work cross functionally to drive automation and system improvements in our customer engagement processes

 

Background & Experience

  • 2-3 years successful track record in an Enterprise sales/customer success/account management role (Account management preferred with strong Customer care skills) within a software/IT/enterprise company
  • Lead or management experience is a plus
  • Possess knowledge of enterprise software concepts and terminologies
  • Able to articulate the value of Support and effectively manage customer objections
  • Team player and excellent communicator who can work seamlessly with other business units
  • Experience working in a startup company is a plus.
  • Proficiency in recording and documenting information in a CRM system, preferably SalesForce.
  • Personal Attributes
  • Highly organized with strong attention to detail Customer focused and prepared to “go the extra mile” – good listener
  • Excellent communication skills and ability to work with different personalities and temperaments
  • Flexible and adaptable to a rapidly changing environment
  • Able to work autonomously and proactively
  • Proven influencer and negotiator
  • Creative and excellent problem solver
  • Self-starter and self-motivator
  • Ability to multi-task
  • Willingness to work extra hours to meet the needs of the business as needed

All employees are required to adhere to all Hortonworks employment policies, including without limitation information security policies.

ABOUT HORTONWORKS (NASDAQ – HDP)

Having gone public with its IPO in December 2014, Hortonworks is experiencing extraordinary growth as we deliver essential support to the burgeoning big data and IoT communities. Hortonworks is an industry leading innovator that creates, distributes and supports enterprise-ready open data platforms and modern data applications that deliver actionable intelligence from all data: data-in-motion and data-at-rest. Hortonworks is focused on driving innovation in open source communities such as Apache Hadoop, Apache NiFi and Apache Spark. Along with our 2,100+ partners, Hortonworks provides the expertise, training and services that allow customers to unlock transformational value for their organizations across any line of business.

For more information, visit www.hortonworks.com.

Hortonworks, Powering the Future of Data, HDP and HDF are registered trademarks or trademarks of Hortonworks, Inc. and it's subsidiaries in the United States and other jurisdictions.

EOE/M/F/Vet/Disability. Hortonworks is an Equal Opportunity Employer in accordance with VEVRAA and Section 503 regulations. <span<stronghttp://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf 

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Lead, Customer Success Manager | Support | Bangalore, India

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