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Real-time streams powered by Apache Kafka

Manager, Customer Success Engineering

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Dubbed an "open-source unicorn" by Forbes, Confluent is the fastest-growing enterprise subscription company our investors have ever seen. And how are we growing so fast? By pioneering a new technology category with an event streaming platform, which enables companies to leverage their data as a continually updating stream of events, not as static snapshots. This innovation has led Coatue Management, Altimeter Capital and Franklin Templeton to join earlier investors Sequoia Capital, Benchmark, and Index Ventures in the recent Series E financing of a combined $250 million at a $4.5B valuation. Our product has been adopted by Fortune 100 customers across all industries, and we’re being led by the best in the space—our founders were the original creators of Apache Kafka®. We’re looking for talented and amazing team players who want to accelerate our growth, while doing some of the best work of their careers. Join us as we build the next transformative technology platform!

Confluent is searching for an experienced technical leader to manage a team of rockstar Customer Success Engineers (CSEs) and Customer Success Technical Architects (CSTAs) in the U.S and APAC. Our CSE team serves as proactive and deeply technical guides to our customers as they adopt Confluent’s Stream Data Platform. Many of these customers use Confluent’s products for strategic and mission critical use cases and your goal will be to help your team apply deep technical expertise to help them achieve their business objectives and get full value from Confluent’s suite of products. In this role you will focus on driving post-sales customer value and project success while supporting business goals for renewal, expansion and strategic growth.

A typical week at Confluent in this role may involve

  • Managing Customer Success Technical Architects and Customer Success Engineers, and acting as a mentor and coach to help them grow in their careers
  • Support ongoing growth and development of the North America CSE team by owning staffing and hiring for your region
  • Acting as a point of escalation for customers, and coming up with creative solutions to leverage cross-functional resources to solve customer issues
  • Contributing to the development of a robust technical onboarding program aimed at decreasing the “time to value” for new Confluent customers
  • Developing and improving our customer service offerings and engagement playbooks that align to our understanding of the customer journey
  • Collaborating with leadership from Support, Professional Services, Sales and Customer Success Management teams to achieve gross and net customer retention targets
  • Implementing tracking and reporting to ensure high quality delivery by CSE team resources
  • Investing in a culture of cross-team collaboration and knowledge sharing
  • Identify product and technology gaps with customers and present a point of view to product and leadership teams

Required skills and experience:

  • Prior experience managing technical teams - the ideal candidate will have experience managing both local and remote teams
  • Prior experience working as a CSE or in another related customer-facing technical role (e.g. professional services, solutions engineering, etc.) that will enable you to coach CSEs who report to you and develop programs/process to guide them
  • A passion for process development and data driven decision making
  • Strong experience handling both customer-facing and internally escalated issues
  • Desire to make customers successful through direct interaction
  • Excellent written and communication skills as well as customer-facing relationship development skills
  • Demonstrated analytical and problem solving skills, and an ability to apply those to Confluent’s business
  • Ability to handle ambiguity and adapt to new, fast-changing situations

Other Nice-to-Haves

  • Experience with major cloud providers such as GCP, AWS and Azure
  • Prior experience with Big Data technologies (e.g. Kafka, Hadoop, Spark, etc.)
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Confluent at a glance

Real-time streams powered by Apache Kafka

Confluent focuses on Enterprise Software, Open Source, Big Data, Startups, and Software. Their company has offices in Palo Alto, London, and Mountain View. They have a very large team that's between 1001-5000 employees. To date, Confluent has raised $455.9M of funding; their latest round was closed on April 2020.

You can view their website at https://confluent.io/ or find them on Twitter, Facebook, and LinkedIn.

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