Senior Customer Success Manager

A Little About Us EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com Please note: We are currently looking for Singapore Citizens or PR holders only. The Customer Success Manager (CSM) is passionate about understanding our customers and partners to make them successful through extraordinary levels of service. The CSM will work independently and cross-functionally to address any satisfaction, growth or renewal opportunities and risks in their portfolio. The key goal of this role is to make every customer or partner in their portfolio successful and committed to EDB through a trusted advisor relationship. This person is ultimately responsible for owning the relationship within their portfolio of accounts, is hyper-focused on customer retention, providing technical product guidance, strategic business value and insights, driving adoption and trust, and identifying opportunities to further drive value across our customers’ business. Above all it requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting our customers and making them successful. The CSM is expected to possess knowledge, expertise, and experience in many of the following: Technology Account Management Deep customer relationship building Database deployment and business models Strategic partner engagement (Systems Integrators, Distributors, Resellers) Strategic business/technology leadership discussions Program management Project management Relational database experience (PostgreSQL, MySQL, Oracle, SQL Server, Sybase, DB2). Active use or, administration of such database(s) Good understanding of Relational database concepts Software installation & software troubleshooting experience Responsibilities Provide strategic guidance to drive forward your account’s priorities and business goals Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio Develop strong relationships with all key decision makers and influencers, including executive sponsors and partner contacts at various levels Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume Translate results into actionable strategic and commercial outcomes Uncover any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of EDB and a customer for life Take ownership of all direct communication and resolve escalations Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities in order to deliver business- impactful results Ensure increasing user adoption of EDB platform by implementing best practices and implementation of the continuously evolving EDB product s