Customer Success Manager - UK

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Elastic (NYSE: ESTC) 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, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, Verizon, 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 

At Elastic, we have a simple goal: to solve the world's data problems with products that delight and inspire. As the company behind the popular open source projects — Elasticsearch, Kibana, Beats, and Logstash — we help people around the world do great things with their data. 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 unite Elasticians across 30+ countries (and counting!), 18 timezones, and 30 different languages into one coherent team, while the broader community spans across over 100 countries.

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!

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 upsell 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
Additional Information:

We're looking to hire team members invested in realizing the goal of making real-time data exploration easy and available to anyone. As a distributed company, we believe that diversity drives our vibe! 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.

  • Competitive pay based on the work you do here and not your previous salary
  • Equity
  • Global minimum of 16 weeks of paid in full parental leave (moms & dads)
  • Generous vacation time and one week of volunteer time off
  • 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.

 

#LI-BH1

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.


Additional Information - We Take Care of Our People

At Elastic, we strive to have parity of benefits across regions. While regulations differ from place to place, we believe taking care of people is the right thing to do.

  • Health coverage for you and your family.
  • Flexible location and schedule 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.

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.

When you apply to a job on this site, the personal data contained in your application will be collected by Elasticsearch, Inc. (“Elastic”) which is located at 800 W. El Camino Real, Suite 350 Mountain View, CA 94040 USA, and can be contacted by emailing jobs@elastic.co. Your personal data will be processed for the purposes of managing Elastic’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by Elastic, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Elastic to help manage its recruitment and hiring process on Elastic’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at privacy@elastic.co. Elastic’s data protection officer is Daniela Duda, who can be contacted at daniela.duda@elastic.co. We plan to keep your data until our open role is filled. We cannot estimate the exact time period, but we will consider this period ended when a candidate accepts our job offer for the position for which we are considering you. When that period is over, we may keep your data for an additional period no longer than 3 years in case additional opportunities present themselves in which yours skills might be better suited. For additional details, please see our Elastic Privacy Statement https://www.elastic.co/legal/privacy-statement.

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