Customer Success Manager - EMEA Regional Manager

Customer Success | London, England | Full time

Job Description

CSM Regional Manager for EMEA:

Trifacta is looking for an experienced CSM Regional Manager in EMEA with a track record of success to join our Global Customer Success team.   You will be responsible to manage the regional metrics of Adoption, renewal and net retention, and  a portfolio of existing and new subscription business through your team on Enterprise and Strategic accounts.  A Trifacta CSM demonstrates our core value “Start with the User”, with key responsibilities to engage customers post-sale, build customer satisfaction and retention, and help customers as they maximize value from their Trifacta Wrangler investment. In this role you will have a significant opportunity to craft the customer journey, identify opportunities and be the voice of your customers. You will be responsible to onboard customers and develop and manage account success plans, and focus on ensuring client health. 

We’re looking for someone passionate about running a team to engage with customers as the key technical advisor and advocate to drive and manage the technology implementation stages of the adoption process for Strategic Accounts. This role will be the primary customer-facing technical member of the CSM team but also cross functions with product management, engineering, and marketing in addition to collaborating on the success of customers’ technical implementation and business. 

About Trifacta:
Trifacta, the pioneer in data transformation, significantly enhances the value of an enterprise’s Big Data by enabling users to easily transform raw, complex data into clean and structured inputs for analysis. Leveraging decades of innovative work in human-computer interaction, scalable data management, and machine learning, Trifacta’s unique Predictive Interaction technology creates a bidirectional partnership between user and machine, with each component learning from the other and becoming smarter through use. Trifacta is backed by venture capital firms Accel, Greylock and Ignition Partners and is headquartered in San Francisco. Its founders and technical advisors include global leaders in data science, interaction design, and big data.

Who you are:
You are a customer success leader and a leader of teams.     You have been a consultant to some of the largest customers in the world at the executive level and advise them on the setup, roll out and value of their strategic data initiatives in BI Modernization.   You have demonstrated success managing their different stages of the customer lifecycle, handling customer escalations, and a strategic thinker who is capable of blending technology and business strategy to develop customer success plans. You possess technical breadth and depth in Solutioning, Architecture and Design experience (pre/post-Sales) for large enterprise Data and Analytics platforms and have experience applying them to enterprise account plans. You have technical experience with Big Data, ETL/ELT Architecture with deep understanding of Databases, Data Warehouse and Data Modeling which allows you to communicate fluently about the product and understand customer needs.

Recruit, mentor, groom and inspire a world-class team• Build a pipeline of great candidates• Set expectations on performance and give feedback• Set up training and mentoring to grow team• Create culture of massive customer delight• Communicate and incent to drive performance (in line with incentive structure for the rest of the CSM team)• Responsible for Gross Renewal rate of assigned customers to >=85%• Net Revenue Retention of assigned customers should meet or exceed an average of >120%

Drive alignment with Renewals & Expansion and Sales• Align on renewal and up-sell strategy and focus on selling with a retention focus• Define CSM involvement during sales cycle•Create dashboards to measure customer successOwn key metrics for your team•Gross dollar renewal rate, Up-sell dollars,Habits / product adoption metrics, Deployment, NPS, Cost / ARR ratio•Sales of Premier Support & Success•Employee NPS / team member satisfaction•Own the financial model for your region, including projections of costs and new hires, and forecasts of renewal and upsell rates

Clarify ownership for each part of the journey• Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience• Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those• Drive company-wide definition of ideal customer• Create company-wide customer feedback loop• Help foster company-wide culture of Customer Success

Customer Journey• Define and optimize customer journey• Define the vision of a Red Carpet experience• Standardize the template for a Success Plan for customers in your segment• Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others• Create standard presentation materials for lifecycle plays• Personally manage escalations from your direct reports, and follow a methodical escalation process to execs• Identify opportunities for continuous improvement• Promote customer wins and advocates company wide and align with Marketing for public displays

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