Remote job description

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That's the power of data in motion in action-giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we're building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow-whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

Location: Anywhere, USA

About the Opportunity:

This newly created role will be responsible for working with our Customer Success (CS) business, partnering with the CS leadership team and CSM organization to ensure clarity in strategy, organizational design, and operational execution. This role is an essential part of scaling CS and ensuring effective alignment of the organization to the overall Corporate strategy and meeting our business objectives.

You will also play a pivotal role in the refinement and execution of our Renewals business, working closely with our Customer Success and CSG leadership teams to establish process, automation, and communications to allow for the accurate forecasting and refinement of our Renewals business.
You have a passion for the numbers, but also the broader business context around them. You have an excellent understanding of customers, sales, and renewals cycles, and are committed to finding solutions that meet the needs of the business. The ideal candidate will have a demonstrable track record of successfully managing matrixed change strategies, influencing stakeholders at all levels, and developing and executing a results-oriented plan within a high-growth global environment.

This role is a part of our Customer Solutions Group Strategy & Operations team, and reports to the Director of CS Strategy & Operations.

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What you'll achieve:

    • Alignment of the CS strategy and organization design to the CSG and corporate strategy and plan so as to maximize the alignment, impact, and performance
    • Coordinate weekly forecasting and reporting. Leverages historical trends, pipeline coverage data, and deal-specific knowledge to guide sales and renewals leaders during the weekly forecasting process.
    • Manages and verifies the renewal pool, both annually and quarterly. Partners with deal desk, order management, sales, finance, and CSG leadership to resolve issues and communicate changes.
    • Collaboration to address a wide array of renewal technical and process blockers. Evaluate renewal current processes, uncover areas for improvement, define business requirements, and implement standardization of practices and solutions to set global standards.
    • Support the weekly, monthly & quarterly cadence of the CS and renewals team activities including QBRs, forecasting, planning, and opportunity management.
    • Analyzes health data to understand potential downgrade risks and works with cross-functional teams to identify and operationalize new methods to drive risk mitigation strategies.
    • Definition and management of CS OKRs, in conjunction with CS leaders, to ensure maximum group performance, alignment to corporate OKRs, execution against our goals.
    • Lead projects and initiatives focused on improving productivity and simplifying processes throughout the Renewals organization; represents the Renewals business requirements in key cross-departmental projects

What We're Looking For:

    • 8+ years of industry experience with strong exposure to Customer Success and Renewals in a software, SaaS, or systems development environment.
    • Exceptional, demonstrable, track record of program management, program execution, change management, and cross-functional stakeholder engagement to deliver results.
    • Solid understanding of Customer Success, including CS Platforms, Success Plans, QBRs, Renewals, and the teams CS works with to deliver amazing customer experiences.
    • Strong executive presence, communication (verbal, written, presentation), and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders.
    • Strong leadership skills; ability to influence without authority. Strong technical aptitude /affinity; experience working hand-in-hand with others.
    • Understanding of or experience implementing and managing business systems, Salesforce, Gainsight, Totango, Churnzero, Zendesk, etc.
    • And understanding of or experience working with business systems such as Salesforce, Gainsight, Zendesk, etc.
    • Open, growth mindset with a high degree of self-motivation, fostered in a face-paced, high growth, dynamic environment.
    • Bachelor's degree or equivalent work experience

What else do you need for this role:

    • Empathy, empathy, and more empathy
    • Align strongly to our core values
    • Ability to reach across the aisle and create, nurture and foster long term relationships
    • Have fun and bring fun to this job
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.

Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Click here to review our California Candidate Privacy Notice, which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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Summary
Company name: confluent
Remote job title: Customer Success & Renewals Operations Manager
Job tags: Software Project Management, Salesforce, change management

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