Enterprise Customer Success Manager (TOLA)

Job Description

Elastic is a search company with a simple goal: to solve the world's data problems with products that delight and inspire. As the creators of the Elastic Stack, we help thousands of organizations including Cisco, eBay, Grab, Goldman Sachs, ING, Microsoft, NASA, The New York Times, Wikipedia, and many more use Elastic to power mission-critical systems. From stock quotes to Twitter streams, Apache logs to WordPress blogs, our products are extending what's possible with data, delivering on the promise that good things come from connecting the dots. We have a distributed team of Elasticians across 30+ countries (and counting), and our diverse open source community spans over 100 countries. Learn more at elastic.co

Enterprise Customer Success Manager

We’re looking for a dynamic Enterprise Customer Success Manager to work with our strategic Tier-1 accounts in partnership with our Direct Sales Team. This role will be at the heart of our customer interactions at Elastic and critical to ensuring we have successful and happy users with high retention and growth rates.

If you love problem-solving and critical thinking, and are passionate about executing plans and strategies to achieve a high level of customer success, we'd love to hear from you!

This position will oversee TOLA-based customers and can be based anywhere in Texas.

What You Will Be Doing:

• You'll lead and handle the full post-sales management of our largest accounts, ensure they are meeting their project deadlines, achievements, and reach their desired outcome and value with their commercial relationship with Elastic
• Take responsibility for the customer journey with us, starting with on-boarding and working cross-functionally to dedicatedly lead each customer's successful deployment
• Working alongside the Sales Director assigned to the account to plan and improve revenue - specifically renewals and up-sell opportunities
• Take responsibility to accurately forecast revenue within your accounts
• Manage customer issues and bring together the correct resources to resolve issues

What You Bring Along:

• Minimum of 8 years of experience in a CSM, Technical Account Management or Sales related role in a relative and dynamic technology company
• Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
• Ability to build effective work relationships with various levels and departments of the organization, influence behavior, and change management
• An understanding of Software Development life cycles and project management skills
• A deep understanding of Big Data and the techniques used to build modern complex data systems at scale
• Experience in technical architecture design
• Effective communicator of programs and concepts at all levels
• High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations

Bonus Points:

• Knowledge of Big Data, Cloud, NoSql, Search, and Logging products preferred
• Experience working in a global organization and start-up environment is preferred

#LI-MM1

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Double your charitable giving — we match up to 1% of your salary
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Elastic is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. Elastic also makes reasonable accommodations for disabled employees consistent with applicable law.