Senior Manager, Premier Support

Business Area:

Support

Seniority Level:

Mid-Senior level

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Cloudera is looking for a Senior Manager, Premier Support who has a passion for making customers successful. You will lead a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communication, customer handling skills, and experience are critical for success in this role.

At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for smart people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.

As a Senior Manager, Premier Support you will:

Leadership and Team Management:

Lead, mentor, and develop a team of Premier Support professionals. 

Set team goals, track performance, and ensure adherence to service level agreements (SLAs). 

Foster a positive and collaborative team environment. 

Customer Relationship Management:

Act as a primary point of contact for Premier Support customers, building strong relationships and understanding their needs. 

Proactively identify and address customer issues, ensuring timely and effective resolution. 

Represent customer interests internally, advocating for their needs and ensuring their voice is heard. 

Technical Expertise and Problem Solving:

Possess a strong understanding of Cloudera products and services offered by the company. 

Troubleshoot and resolve complex technical issues, escalating when necessary. 

Stay up-to-date with the latest technologies and industry trends. 

Process Improvement and Optimization:

Identify areas for improvement in Premier Support processes and workflows. 

Implement process improvements to enhance efficiency and customer satisfaction. 

Collaborate with other departments to streamline processes and improve the overall customer experience. 

Partnership and Collaboration:

Work closely with sales, customer success, product, and engineering teams to ensure a cohesive customer experience. 

Collaborate with other departments to address customer issues and resolve escalations. 

Act as a liaison between customers and internal teams, ensuring effective communication and collaboration. 

Strategic Planning and Execution:

Contribute to the development and execution of the Premier Support strategy. 

Identify opportunities for growth and expansion of the Premier Support program. 

Partner with Sales and Customer Success to review customer pipeline, identify potential customer candidates for Premier Support, and assist in customer conversations. 

We’re excited about you if you have: 

• Experience: Proven experience in customer support, technical support, or account management, with a strong track record of success in a leadership role. 

• Technical Skills: Strong technical skills and knowledge of relevant products and services. 

• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences. 

• Problem-Solving Skills: Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues. 

• Leadership Skills: Proven leadership skills, with the ability to motivate and develop a high-performing team. 

• Customer Focus: A strong customer focus, with a passion for providing exceptional customer service. 

• Project Management: Expertise with project management methodologies

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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