Portfolio Customer Success Manager - East

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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

Portfolio Customer Success Manager 

We’re looking for a dynamic Portfolio Customer Success Manager to work specifically with our Customers in the Americas. This individual will oversee all aspects of post-sales management and processes from onboarding to execution of their desired outcome.

You’ll be collaborating and working cross-functionally with our Sales Development and Product Management teams. This role will be at the heart of our customer interactions at Elastic and critical to ensuring we have successful and happy clients.

Our ideal candidate has a successful track record overseeing monthly subscriptions, as well as excelling at executing plans and strategies to achieve a high level of customer success satisfaction and retention.

Are you a creative thinker who is driven by data, loves problem-solving, and is successful at growing a book of business? If so, we’d love to hear from you!

What You Will Be Doing:

  • Primary ownership and accountability for product adoption and customer relationship to ensure immediate on-boarding, adoption and expansion
  • Build nurture campaign to target large volume of subscriptions within respective territory
  • Partner with Sales to build a mutual success plan with customers in top Accounts by focusing on IT roadmap and vision
  • Develop strong relationships with all key decision makers and influencers across departments
  • Build a Customer Community by delivering 1:many regional programs to drive customer engagement and CoE within a large account
  • Identify, develop, and recognise new opportunities
  • Identify and mitigate any risk that threatens your customers' growth, satisfaction or renewal; conceive and execute risk mitigation
  • Own the primary customer communication and issue escalation resolution
  • Collaborate with Sales to identify new opportunities and assist in closing incremental revenue and securing renewals
  • Act as the liaison between Support, Product Management and the customer
  • Build a solid base of referenceable customer contacts within your assigned accounts

What You Bring Along:

  • 5 plus years of customer success experience
  • Excellent verbal and written communication
  • In-person presentation skills a must
  • Experience in creating presentations that can be delivered virtual or in person 
  • 5-plus-years of experience in SaaS/Enterprise company managing high dollar portfolios of recurring revenue
  • Deep understanding of IT transformation and familiarity in working with DevOps 
  • Exposure to the development, execution, and overview of account plans for top tier customers
  • Demonstrated ability to seamlessly communicate and participate in discussions with senior business and technical leadership
  • Demonstrated experience in identifying and mapping the customer org structures
  • Bachelors' degree required
  • Must be able to travel up to 40% of the time
  • Ability to work independently and to collaborate across functions in a matrixed team environment
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company

Bonus Points:

  • Experience in OpenSource technology is a plus
  • Experience with Salesforce.com, Gainsight, Groove, Zoom
  • Experience working with distributed, co-located teams required

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.

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