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Senior Enterprise Customer Success Manager

Atlanta, GA Customer Success - Customer Success Managers Full-Time
WHO WE ARE:

Talend, a leader in data integration and data integrity, enables every company to find clarity amidst the chaos.

Talend is the only company to bring together in a single platform all the necessary capabilities that ensure enterprise data is complete, clean, compliant, and readily available to everyone who needs it throughout the organization. With Talend, organizations are able to deliver exceptional customer experiences, make smarter decisions in the moment, drive innovation, and improve operations.

From Domino’s to L’Oréal, over 4,250 organizations across the globe rely on Talend to deliver exceptional customer experiences, make smarter decisions in the moment, drive innovation, and improve operations. Talend has been recognized as a leader in its field by leading analyst firms and industry publications including Forbes, InfoWorld and SD Times.
 
Talend is Nasdaq listed (TLND) and headquartered in Redwood City, California.

At Talend, our customers are at the heart of everything we do!  We are passionate about putting customers first and making them wildly successful in their information management journey. The Customer Success Management team curates our customer’s success by working closely with them and the broader account team on their behalf. 
 
We’re looking for a Senior Customer Success Manager to ensure our Customers are getting value and renewing from Talend products and solutions. This position will cover our Western US region.
Responsibilities include:
  • Be a key part of a growing global Customer Success team managing a select list of our Strategic Customers 
  • Drive renewals and identify opportunities for growth (via upsells and cross-sells) within your Strategic Customer base 
  • Closely work with your respective Account Executives to nurture your Customer opportunities to closure 
  • Be the Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the product roadmap and develop a plan to meet said criteria based on regularly cadenced communications with your Customer (QBRs, Executive Meetings, etc.) 
  • Be able to travel on a regular basis to meet with your Strategic Customers in person 
  • Develop a plan to increase the penetration at your Strategic Customers that provides for increased Talend executive visibility 
  • Be innovative and make an impact: on your Customers, on your team, and on the company. 
  • Experience working with a technical Customer base and understand corporate IT projects and processes. 
  • A highly quantitative approach to understanding, measuring, and forecasting Customer behavior and revenue 
  • How you will be measured:
  • Develop and own the Talend Success Plan for deployment at your strategic customers 
  • Ensure that customers are strong advocates of Talend by participating in the Talend Customer Advisory Board and providing excellent references both within and outside of their company 
  • Manage a group of premier and strategic customers to a gross revenue retention rate and a net renewal rate 
  • Meet onsite with strategic customers and facilitate executive meetings  
  • Proactively communicate and manage Customer Health Scores and risks through the proper Talend channels. 
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. 
  • Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.  
  • We are seeking someone with:
  • 7-15 years of work experience in customer facing roles with proven success record as Technology Advisory, Pre-sales, consulting Architect, product or technical account manager. 
  • Account Management experience with Fortune 500 clients 
  • Proven track record meeting set expectations. 
  • Team player with consistent success in cross-functional organizational structures 
  • Strategic thinker who is capable of blending technology and business strategy to develop customer account success plans, become our customers’ Trusted Advisor 
  • Capable of building and maintaining strong relationships with a diverse set of internal and partner constituencies including senior level executives in Sales, Engineering, Marketing, Legal, Support, and Finance. 
  • Excellent verbal, written communications and presentation skills 
  • Demonstrated ability to thrive in a fast-growing dynamic company. 
  • Proven ability to drive continuous value of our product(s). 
  • Understanding of the data and application integration markets, current market trends and industry players. 
  • Understanding of complex Enterprise company IT departments and their project, program management practices 
  • Technology practitioner in Solutioning, Architecture and Design experience (pre/post-Sales) for enterprise level Data and Analytics ecosystem. 
  • Subject matter expert on Data Integration, ETL/ELT Architecture and deep understanding of system and application integration, Data Warehouse and Data Modeling concepts. 
  • Familiarity and/or knowledge of Talend products a plus 
  • Recent technology experience with 2 or more of the following skills: 
  • Cloud Computing Ecosystems AWS, Azure, Google 
  • Big Data (Hadoop distributions and key technologies) 
  • Relational and NoSQL databases 
  • Data Governance 
  • Data Quality (DQ) 
  • Data Integration (ETL) 
  • Data Warehouse/BI 
  • Master Data Management (MDM) 
  • Enterprise Service Bus (SOA/ESB) 

  • This role will be expecting the successful candidate to be available for up to 50% travel to customers and client site
    This role can be based from home office near any of the Western region major metropolitan areas
    #LI-IW1

    AND NOW, A LITTLE ABOUT US:

    Talend has received some pretty impressive accolades along the way:
    - "2018 Best Public Cloud Computing Companies To Work For" by Glassdoor
    - Named a Leader for Data Integration Tools in the Gartner Magic Quadrant
    - Named a Leader in Big Data Fabric for the Forrester Wave
    - Ranked in the DBTA “100 Companies that Matter Most in Data”
    - Listed in the CRN Big Data 100 Companies

    We are passionate about helping companies become more data driven; and, if we can be honest, we are all geeks at heart who pride ourselves on the vibrant company culture that we have built.


    As a global employer, at Talend, we believe our success depends on diversity, inclusion and mutual respect among our team membersWe seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to making all employment decisions on the basis of business need, merit, capability and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.