Customer Success Specialist

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better everyday – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

About the Role:

A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, Renewals and Subscription expansion within our SMB accounts. You will be a trusted advisor to our customers, where you help them to fully utilise the Confluent Products

What You Will Do:

• 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
• 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.

What You Will Bring:

• You have a minimum of 3-5+ years of experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, forecasting and retention.
• 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.
• You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
• Open, growth mindset and high degree of self-accountability fostered in a fast-paced, high-growth, dynamic environment.
• Strong customer-centric mindset. Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path.
• Aptitude to pick up technology and become proficient in mapping customer’s business goals to Confluent’s features and functionality
• You are a great and thoughtful communicator and listener.
• Salesforce and Tableau user fluency.
• You'll have the ability to articulate, educate and advise the business value to businesses of all sizes
• You have prior experience of working with large set of customers ensuring timely outreaches to enhance customer experience
• You have prior experience with data streaming or cloud software technologies

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.