Principal Customer Success Director

vor 2 Wochen

Berlin, Berlin, Deutschland ZEDEDA Vollzeit

About this role

We are seeking a highly skilled Customer Success Manager to join our team at ZEDEDA. As a key member of our customer-facing organization, you will be responsible for driving the success of our customers by providing exceptional support, guidance, and advocacy.

Responsibilities

  • Lead the onboarding, adoption, expansion, and renewal experiences of our most strategic customers
  • Advocate for customers' needs and influence the ZEDEDA offering roadmap and improvements
  • Develop strong partnerships with customer stakeholders, channel partners, and executive sponsors
  • Drive adoption by consulting customers on expanding usage, adopting new functionality, and reducing time to value
  • Ensure contract renewals and upsell/cross-sell opportunities
  • Coach customers on establishing and implementing Edge Computing strategies
  • Develop and execute Success Plans to ensure customers realize the value of their ZEDEDA investment
  • Engage with dissatisfied customers on Get Well or Escalation Plans to address pain points quickly and effectively
  • Gain a deep understanding of customers' business challenges to map features in their Edge Computing environments and provide proactive support
  • Drive subscription and service renewals and collaborate with internal teams to remediate customer concerns and ensure renewal readiness
  • Establish relationships with customer executive sponsors and speak to strengthen relationships and uncover new opportunities
  • Monitor key performance metrics and leverage them to build a strategic plan to address negative changes
  • Proactively engage Customer Support, Product Management, and Engineering to monitor and resolve complex technical issues
  • Deliver Executive Business Reviews with the support of the Account Team, Product Management, Engineering, and other groups

About You

We are looking for a highly experienced professional with a strong background in large-scale deployments, Virtualization, Edge Networking, and Security. You should have a deep understanding of Edge Applications and Cloud-based SaaS offerings.

Requirements

  • 10+ years of experience in large-scale deployments, Virtualization, Edge Networking, and Security
  • Demonstrate industry-recognized credibility in O&G, Renewables, Industrial Automation, Retail, and Automotive verticals
  • BS in Computer Science/Engineering or related field; MS or higher preferred
  • Experience selling to large enterprises and emerging markets
  • Strong organizational and time management skills, with a sense of urgency and ability to project a professional image
  • Ability to interact effectively with senior business managers and C-level executives
  • Ability to travel up to 25-50% of the time
  • Demonstrated ability to foster collaboration and coordination with distributed teams
  • Highly data-driven, with a dedication to following processes and prioritizing work in a demanding environment
  • Extensive experience in identifying key customer stakeholders, building relationships, and influencing teams to achieve desired customer outcomes

What We Offer

We offer a comprehensive total rewards approach that supports our employees and their loved ones. Our programs are competitive with industry standards and aligned with local laws and regulations.

About ZEDEDA

Our values are deeply embedded in how we operate and the people we bring on board. We are a global organization that fosters an inclusive and empathetic work culture. We are courageous, considerate, candid, curious, and collaborative.

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