Customer Success Manager

For over a decade now, OpenNebula Systems has been leading the development of the European open source technology that helps organizations around the world to manage their corporate data centers and build their Enterprise Clouds.

If you want to join an established leader in the cloud infrastructure industry and the global open source community, keep reading, because you can now join a team of exceptionally passionate and talented colleagues whose mission is to help the world's leading enterprises to implement their next-generation edge and cloud strategies. We are hiring!

Since 2019, and thanks to the support from the European Commission, OpenNebula Systems has been leading the edge computing innovation in Europe, investing heavily in research and open source development, and playing a key role in strategic EU initiatives such as the IPCEI-CIS and the “European Alliance for Industrial Data, Edge and Cloud”.

We are currently looking for a Customer Success Manager to come and join us in Europe as part of our new team developing the next generation management platform for the Cloud-Edge Computing Continuum.

Job Description

We are seeking a Customer Success Manager with a drive to create meaningful relationships with our customers and champion their needs. The new manager needs great communication and interpersonal skills as well as an understanding of the enterprise private and hybrid cloud industry. The new manager will define and execute the Customer Success Program in close collaboration with the various teams involved in the sales funnel such as marketing, community, solutions architecture, sales, ecosystem, partners, support and services. They will be the main point of contact with customers, responsible for the customer experience, the customer’s point of view, and their overall journey, with the aim of strengthening the relationship and building long-term partnerships. To excel in this role, they need to be a motivated self-starter, who exhibits an insatiable curiosity to solve customer problems and see what “is possible” with technology.

Responsibilities

• Own customer relationships for assigned accounts and take the lead in customer communication, monitor customer outcomes, goal-alignment, and customer satisfaction.
• Developing or assisting in the development of customer account strategies together with Sales, Services and Support teams.
• Create long-lasting business connections, strengthening customer relationships and building them into true business partnerships, assisting them throughout their customer journey.
• Maintain client records, keeping and sending periodic updates, and having an overview of account contract information, including the best times to reach out for renewals and account updates.
• Being the customers’ liaison, helping push client concerns, issues, and needs toward resolution with internal teams by facilitating efficient communication and aiding the resolution process as much as possible.
• Conduct onboarding meetings, product tours, company presentations, and product demos.
• Understand the products and services the business offers to better ensure their adequate delivery to customers.
• Drive evaluation/feedback of new components
• Monitor customer activity, creating and contributing to reports, and meet with stakeholders on a recurring basis to improve customer understanding, drive business, and discuss areas of improvement.
• Assist Sales in monitoring for upsell and cross-sell opportunities and discussing any findings with the Head of Sales.
• Assist Marketing and Community with strategic plans and any requests and materials from the customers’ side, additionally supporting with Content contributions, to add value to existing customers.
• Keep up with the latest industry developments, including market positioning of corporate competitors

What you will bring

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field, is recommended
• A master’s degree and certifications in Communication or Business are preferred but not necessary
• 3+ years of experience as a Customer Success Manager, Account Manager or Customer Success Associate in the IT market
• 3+ years overall IT/development Background
• Solid experience working with global customers and driving customer success
• Hands-on experience in managing or contributing to open source project
• Good interpersonal, presentation, and communication skills
• Strong customer service orientation with high emotional intelligence
• Analytical skills and the ability to recognize the demands on the side of the clients
• Demonstrated technical writing skills (in english)

What's in it for me?

Some of our benefits and perks vary depending on location and employment type, but we are proud to provide employees with the following:

• Competitive compensation package and flexible remuneration: Meals, Transport, Nursery/Childcare
• Customized workstation (macOS, Windows, Linux)
• Private health insurance
• Paid time off: Holidays, Personal Time, Sick Time, Parental leave
• Afternoon-off working day every friday and during summer
• Remote company with bright HQ centrally located in Madrid; offices in Boston (USA), Brussels (Belgium) and Brno (Czech Republic); and access to office space near your location when needed. During the first year, for onboarding purposes, and for participation on certain projects, employees should be able to attend events and face-to-face meetings in our Madrid offices and be available to travel to Brussels and maybe other European cities. All employees are also required to attend our company-wide face-to-face all-hands meetings twice a year.
• Healthy work-life balance: We encourage the right for Digital Disconnecting and promote harmony between employees personal and professional lives
• Flexible hiring options: Full Time/Part Time, Employee (Spain/USA) / Contractor (other locations)
• We are building an awesome, Engineering First Culture and your opinion matters: Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued
• Be exposed to a broad technology ecosystem. We encourage learning and researching new technologies and methods as part of your everyday duties