Head of Solutions Engineering, Professional Services
Confluent
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇯🇵 Japan
Visit company websiteJob Level
Lead
About the role
- Lead a team of multi disciplinary team of Solutions Engineers, Delivery & Customer Success Architects in Japan to provide exemplary service to the regional customer base
- Act as trusted advisor and point of escalation for customers and deliver creative solutions to leverage cross-functional resources to solve customer issues.
- Conduct management functions such as interviewing/hiring qualified candidates, conducting performance reviews, and actively participating in employee career planning to help them achieve their long-term goals, reduce churn, increase employee satisfaction, and manage underperformance
- Represent as part of the key leadership team in the region and collaborate with leadership from Sales and Technical support teams to drive customer retention and expansion.
- Focus on sales, renewals & consumption KPIs and report those to business stakeholders. Continuously work to improve and scale your organization by sharing process frameworks, tools, and best practices that can be easily adapted to increase organizational development and efficiency.
- Collaborate with sales and other field teams on addressing issues impeding customers’ success with Confluent products and expansion of use within an account
- Communicate directly with the product management and engineering teams to address issues that necessitate attention from those teams
- Regularly meet directly with customers to help manage escalations, assist sales in positioning the right service plans for their accounts, and develop relationships with key customers
Requirements
- 10+ years experience in pre-sales, services, customer-facing engineering, operations, or similar environments, handling highly complex issues
- 3+ years at the Management level, managing manager and senior manager, reports providing support to large enterprise customers
- Seasoned ability to interface with all levels of management both internally and externally
- Experience building and managing a managed/SaaS service pre-sales and customer success team
- Must be capable of influencing and dealing confidently and professionally at the executive level with stakeholders internally and with customers
- Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust
- Exceptional presentation and communications capabilities. Confidence presenting to a highly skilled and experienced audience, including enterprise architects and C-level executives
- Clear, consistent demonstration of self-starter behavior and autonomous work with a desire to tackle hard problems.
Benefits
- Come As You Are
- One Confluent. One Team. One Data Streaming Platform.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
pre-salescustomer-facing engineeringoperationsmanaged serviceSaaScustomer successperformance reviewsKPI reportingprocess frameworksorganizational development
Soft skills
leadershipcommunicationpresentationinfluencingproblem-solvingcustomer relationship managementteam managementautonomous workself-startercustomer satisfaction