Technical Customer Success Manager

The post Technical Customer Success Manager appeared first on Mirantis | Pure Play Open Cloud.
As our increasing roster of enterprises and service providers begin their cloud transformation, we are in need of technical and customer relationship talent to usher our customers through the operational challenges of adopting Mirantis as their #cloud computing platform.As a Technical Customer Success Manager, you will be one of the primary technical points of contact for our customers; helping to plan, implement, and coordinate ongoing operations of business critical Mirantis cloud infrastructure.  You will work hand-in-hand with technical staff and executives on improving the performance and business value of our customers’ clouds. In this role, you will also act as the voice of the customer within Mirantis to escalate problems and to drive prioritization of business needs for our customers.  Your success in this role means higher customer satisfaction, retention and expansion of Mirantis business. 

We guarantee that there will never be a boring moment while working at Mirantis!Responsibilities:Develop a trusted advisor relationship with key customer stakeholders and executive sponsorsDefine and maintain success plans for customers that outline the critical success factors, metrics for success, potential issues, and action plansAssist in the design and architecture of Mirantis cloud infrastructure.
Oversee pre-production operations planning and conduct customer on-boardingEnsure that change management, incident and problem management processes are working wellDrive technical issue escalation within multiple internal and external teams
Provide detailed reviews of service disruptions, including recommendations to prevent a recurrencePrepare and review operational performance reports with customer, as appropriate for weekly, monthly, and quarterly cadenceLeverage knowledge of your customers’ environments to assist support engineers and service teams in better serving customer’s needs
Provide timely account or issue executive summary status reporting both to customers and management.Champion and advocate for customer requirements within Mirantis (be their voice)
Prepare and educate customers on new features and releases.Monitor adoption and utilization trends, work closely with customer and Mirantis teams to address adoption blockers.Proactively work with sales on subscription renewals, identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.Required Skills / Experience:3+ years design/implementation/operations/consulting experience of distributed applications
2+ years hands-on systems administration / networking / troubleshooting
Background in multiple disciplines is a plus: business/operations reviews, process improvement, technical support and data center operations, program and project management, software development and deployment, business consulting.Solid understanding of cloud architecture and technologies.
Ability to manage multiple tasks and projects in a fast-moving and sometimes ambiguous environment
, work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
Exceptional customer focus and bias for action
, ability to translate customer business goals and issues into actionable plans and solutions.Demonstrated ability to adapt to new technologies and learn quicklyAbility to manage customer escalations (internally and externally) and negotiate resolution.Excellent problem solving skills, including issue tracking, triaging and crisis management.Previous customer facing experience as a technical leadExceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverablesBachelor degree required, at a minimum. Business or technical degree preferred.Be mobile and be able to travel to client locations as neededThe post Technical Customer Success Manager appeared first on Mirantis | Pure Play Open Cloud.
Quelle: Mirantis