Manager, Customer Success Engineering

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.

Confluent is searching for an experienced technical leader to manage the Customer Success Technical Architects (CSTAs) who work with our Strategic customers in the Americas. Our CSTA 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 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 technical health 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 acting as a mentor and coach to help them grow in their careers
• Support ongoing growth and development of the Strategic CSTA team by owning staffing and hiring for your territory
• Monitoring your teams' performance against operational goals to ensure high quality delivery by CSTA resources
• Representing CSTA leadership in the territory, and collaborating with leadership from Support, Professional Services, Sales, and Customer Success Management teams to drive customer retention and expansion
• Acting as a point of escalation for customers, and coming up with creative solutions to leverage cross-functional resources to solve customer issues
• Partnering with the global CSTA management team to develop and improve the CSTA offering and to build engagement playbooks that align to our understanding of the customer journey
• 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 remote teams
• Prior experience working as a TAM, CSE or in another related customer-facing technical role (e.g. professional services, solutions engineering, etc.) that will enable you to coach CSTAs 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.)

Preferred Qualifications:

Confluent Certified Developer or Confluent Certified Administrator (https://www.confluent.io/certification/)

Culture

• Culture is a huge part of Confluent, we're searching for the best people who not only excel at their role, but also contribute to the health, happiness and growth of the company. Inclusivity and openness are important traits, with regular company wide and team events. Here are some of the personal qualities we're looking for:
• Smart, humble and empatheticHard working, you get things done
• Hungry to learn in a field which is ever evolving
• Adaptable to the myriad of challenges each day can presentInquisitive and not afraid to ask all the questions, no matter how basic
• Ready to roll up your sleeves and help others, getting involved in projects where you feel you can add value
• Strive for excellence in your work, your team and the company

Come and build with us. We are one of the fastest growing software companies in the market. A company built on the tenets of transparency, direct communication and inclusivity. Come meet the streams dream team and have a direct impact on how we shape Confluent.

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. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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.

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