Elevate Customer Success Manager - AMER

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

As the world leader in search-based solutions, we are empowering some of the most successful companies to solve their greatest data challenges. The Elevate team is at the center of these industry-defining transformations as the premier offering of Elastic's Digital Transformation & Innovation group. Blending analysis, ideation, and rapid prototyping, Elevate teams guide executives to imagine the art of the possible, and the Elevate Global Transformation team is equipping our best talent and partners to accelerate this effort globally. 

We are searching for an Elevate Customer Success Manager (CSM) to help create bonds with our Elastic customers and fuel customer success, retention, growth, and advocacy. Your role will be directly tied to value generation for our customers by helping them develop the right strategy to onboard, adopt, and successfully utilize "Elastic" products to achieve value-based outcomes. In addition, the Elevate Customer Success Manager will work to anticipate customer concerns or challenges proactively and implement or create best practices to address them.

What you will be doing:

    • Driving Customer Adoption - Inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with "Elastic" platform
    • Delivering Value-Based Outcomes - Tie adoption health to renewals and ensure value is being delivered so customers can quantify and justify their investment
    • Becoming a Trusted Advisor - Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Elastic" reputation and position as a vendor.
    • Supporting Account Expansion - Partner with Sales with Account Planning to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio
    • Leading Business Planning - Build a strategic roadmap for every customer that defines how they should consume and adoption "Elastic" products to meet their desired outcomes
    • Architecting Solution Fit - Lead design and architecture efforts to ensure the right solution is being put in place for a customer and best practice recommendations are being brought forward in a thoughtful manner

What you bring along:

  • 5+ years of experience in Enterprise Customer Success, Solution Architecture or Management
  • Prior experience in a consultant role where your customers growth was achieved primarily through continuously delivering value
  • Experience with building global customer relationships across organizations from C-level to end-user
  • A strong passion for user experience and customer happiness
  • Strong listening ability and persuasiveness, appropriate interpersonal styles, and communication skills
  • Proven ability to be a business advisor by creating valuable business partnerships with customers
  • Proven ability to synthesize and draw conclusion from data
  • Ability to be a compassionate, strategic problem solver who can prioritize and adapt quickly
  • Detail-oriented, organized, and able to handle and prioritize multiple responsibilities 
Location:

This role is distributed/remote, open to all locations in the United States. 

 

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 $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

The typical starting Total Cash Compensation range for new hires in this role is between $149,000 and $205,000, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. 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. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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