Customer Success Manager

OREDATA is a Digital Transformation & IT Consulting firm with 10+ years of proven expertise and hundreds of successfully implemented projects across the EMEA region. When you join the OREDATA team, you'll be working hand-in-hand with experts focused on tackling digital, operational, analytical & data science challenges with the greatest impact. We foster collaboration with proximity, an agile and autonomous approach and best practices and guiding principles.

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As a CSM, you are the first line of defense against churn and the primary driver of high-quality, long-term revenue. Your mission is not just to maintain relationships, but to act as a deeply informed technical consultant who monitors customer health, interprets complex usage data, and proactively positions Oredata's high-margin Services as critical solutions to our clients' most urgent Data, AI, and Cloud challenges.

Key Responsibilities:

Customer Onboarding:

• Conduct thorough onboarding sessions to ensure smooth transitions and successful deployments.
• Establish clear expectations and SLAs to set the foundation for a strong partnership.

Customer Relationship Management:

• Build and maintain strong relationships with key stakeholders at customer organizations.
• Proactively identify and address customer needs and pain points.
• Serve as a trusted advisor, providing strategic guidance on technology adoption and best practices.

Support and Managed Services:

• Oversee the delivery of high-quality support and managed services.
• Monitor critical KPIs, such as SLAs and customer satisfaction metrics.
• Collaborate with technical teams to resolve issues promptly and effectively.

Business Reviews & Ensuring Client Success:

• Conduct regular business reviews (at least quarterly) to review performance, discuss strategic initiatives, and identify opportunities for growth.
• Present insights and recommendations to drive customer success.

Advocacy and Follow-up:

• Advocate for customer needs within the organization, ensuring timely resolution of issues.
• Follow up on action items and commitments to ensure accountability.

Renewal Management:

• Identify renewal opportunities and proactively engage with customers to secure long-term partnerships.
• Develop and execute renewal strategies to optimize revenue and customer satisfaction.

Qualifications:

• Proven experience in customer success, account management, or a similar role.
• Strong understanding of cloud technologies, particularly Google Cloud Platform.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strong analytical skills and attention to detail.
• Ability to manage multiple priorities.
• A passion for customer satisfaction and a commitment to delivering exceptional service.

If you are a highly motivated and results-oriented individual who thrives in a fast-paced environment, we encourage you to apply. Join our team and make a significant impact on our customers' success.

Why Oredata?

• Remote working and flexible time off
• Opportunity to get company paid Professional Certificates (Google Cloud Platform, Confluent Kafka, etc)
• Access to Online Training Platforms (Udemy, Pluralsight, A Cloud Guru, Coursera, etc.)
• Opportunity to work on international projects
• Private Health Insurance
• Birthday Leave Policy
• Dynamic work ecosystem where you can take initiative and responsibility
• Open communication, flexibility and start-up spirit
• Learning & Development opportunities for both personal and professional growth

Kişisel verileriniz işe alım sürecinin yürütülebilmesi amacıyla veri sorumlusu sıfatıyla şirketimiz Oredata Yazılım A.Ş. tarafından işlenecektir. Kişisel verilerinizin işlenmesi ve haklarınızla ilgili detaylı bilgiye bağlantısı üzerinden ulaşabilirsiniz.

Required Technical Skills & Experience

Technical competency in Data, AI, and Cloud is critical for success in this role, requiring a depth that enables the interpretation of complex platform usage and the delivery of architectural recommendations.

• Deep Analytical and Technical Solution Capability: The ability to interpret complex GCP, Data, and AI usage metrics, track key customer health indicators, and generate data-backed recommendations for optimization. This skill set must support the proactive delivery of technical risk assessments and solution architecture recommendations to maintain account stability.
• Cloud Fluency (GCP Focus): Strong functional understanding of core Google Cloud Platform (GCP) services, infrastructure, and billing models to advise customers on cost optimization and efficient resource utilization.
• Value Quantification: Proficiency in creating meaningful, data-driven reports and dashboards that clearly articulate the ongoing financial and operational value Oredata delivers to the customer.
• Tool Proficiency: Experience working within CRM systems (Salesforce preferably) , customer success platforms, and data analytics tools for reporting and tracking Customer Health Scores.

Required Soft Skills & Behavioral Traits

• Risk Management Mindset: Innate ability to prioritize tasks based on revenue risk and maintain calm under the pressure of high revenue concentration.
• Customer Advocacy: Possesses a genuine, proactive mindset and commitment to becoming a trusted advisor, always prioritizing the customer's long-term success over short-term gains.
• Strategic Relationship Builder: Highly effective at navigating multi-level customer organizations (from end-users to C-level executives) to secure commitment and identify expansion opportunities.
• Conflict Resolution: Proven aptitude for problem-solving and mediating technical or contractual challenges between the customer and internal Engineering teams.