Strategic Customer Success Manager

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we are 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. Strategic Customer Success Managers (CSMs) are charged with driving Success Plans by operating as a trusted advisor and customer advocate to drive successful outcomes for our highest profile customers.

• Act as a direct liaison between Cloudera and the customer on their Cloudera journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline.
• Pull the customer above the line to enable them to fulfill success initiatives within their business.
• Manage a system of checks and balances between the company and the customer, understanding our customer’s needs and aligning the appropriate Cloudera resources (Engineering, Product Management, Support or Services).
• Assist with critical escalation management to ensure their Cloudera interactions, business objectives and product adoption is a success.
• Work across business, technical, and senior management in a customer‑facing role, communicating with stakeholders confidently and articulately.
• Form relationships of trust, anticipate issues and act with agility and flexibility in any situation that may arise.
• Take ownership for the customer’s product adoption of Cloudera products and Success Plan.
• Operate on-site with large enterprise customers.
• Liaise and facilitate with key internal and external stakeholders.
• Be comfortable with program, project management.
• Develop and leverage reports, dashboards, and data to summarise customer engagements and statuses, both to internal audiences and back to your customers.
• Analyze customer activity and data across the Cloudera organisation, including from Sales, Support, Professional Services and Training to identify trends, gaps or issues, and communicate/address those to stakeholders internally and externally.

• Fluent English and Bahasa Indonesia language skills; other languages a plus.
• Experience with large‑scale data platforms and with software implementation and upgrade management.
• Strong technology background either in a technical or business capacity.
• Familiarity with project lifecycle management and the complexities around project delivery.
• Understanding of data management concepts, ITIL concepts, and networking concepts.
• Experience with an RDBMS (Oracle, MySQL, Teradata, etc.).
• Industry vertical experience including FSI, Telecommunications, Manufacturing or Government is a plus.
• Five or more years of relevant experience.
• Degree level of education with high attainment or equivalent experience in a related field.

• Generous PTO policy.
• Supportive 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 employer and a valued member of the community, supporting corporate volunteering, employee resource groups, and employee involvement in activities across the business.