Senior Customer Success Executive - Federal Government, Canberra (Technical) (R6848)

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Executive at Elastic, a leading SaaS company. As a Sr Customer Success Executive, you will play a crucial role in ensuring the success and satisfaction of our valued customers. As we offer industry-leading solutions such as Observability, Security, and Enterprise Search, the role of the Sr Customer Success Executive becomes pivotal to our continued growth and success.

Your North Star is customer satisfaction. Striving to ensure our customers get the most out of Elastic solutions, your ultimate goal will be securing and increasing consumption. Partnering closely with the Regional Sales Leader, you will manage and oversee account health, including consumption and escalation management. This role requires strategic prioritization of your time and effort across a large set of accounts, providing in-depth involvement where necessary.

In addition to these critical duties, your role will involve owning the forecasting of consumption for your given territory. This responsibility requires a deep understanding of market dynamics, our solutions, and the consumption patterns of our customers. Your insights and accurate forecasts will shape strategic decision-making and resource allocation at the higher levels of the organization. 

Building on the technical success plan, you incorporate crucial non-technical elements such as strategic alignment with business objectives, timelines for implementation, key personnel involvement, training requirements, and communication channels. These aspects, along with the technical ones, form a comprehensive success plan that holistically addresses each customer's unique needs and conditions.

Finally, realizing and demonstrating the value of our solutions is another pivotal aspect of your role. Helping customers understand the tangible benefits and positive impacts that Elastic's products have on their business is crucial. By showcasing specific improvements in their operations or illustrating how our solutions have driven their business growth, you will cement their relationship with Elastic, promoting increased solution consumption.

What You Will Be Doing:

• Establish contact and build relationships with customers, understanding their needs, goals, and utilization of Elastic solutions.
• Collaborate closely with the Regional Sales Leader to monitor, manage, and forecast the consumption of Elastic solutions across the regional territory.
• Co-create and implement success plans with customers, ensuring alignment with the customer's business objectives and overall success.
• Play a key role in the renewal process by ensuring customers are satisfied and well-prepared for renewals, working closely with the account team who owns this process.
• Handle escalations, resolving issues promptly, and coordinating with relevant teams for effective problem resolution.
• Prioritize time and effort across a large set of accounts, providing detailed involvement where necessary.
• Proactively identify potential risks to consumption and devise strategies with the sales leader to mitigate these risks.
• Ensure visibility and communicate insights to the account team to keep them informed about customer status and potential opportunities.
• Understand and articulate the value proposition of Elastic solutions, aligning them with the customer's
• Stay up to date with industry trends and best practices in customer success management.

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
• NV2 security clearance (https://www.defence.gov.au/security/clearances/about/vetting-assessment)
• Based in Canberra, Australia
• Exceptional communication and presentation skills.
• Demonstrated problem-solving skills, with a proactive approach to identifying and mitigating potential issues.
• Ability to manage and prioritize across multiple accounts, meet deadlines, and handle escalations efficiently.
• Self-motivated, proactive, and able to work independently as well as in a team environment.
• 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

Bonus Points:

• Knowledge of Big Data, Cloud, NoSql, Search, and Logging products preferred
• Excellent understanding of Elastic solutions (Observability, Security, Enterprise Search) and how to align them with business objectives.
• Experience working in a global organization and start-up environment is preferred