Vendavo

Customer Success Manager

• Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.
• Drive Adoption and Value Realization: Lead efforts to ensure customers are fully adopting and realizing maximum value from Vendavo’s solutions. Collaborate with internal teams to support customers in achieving their strategic goals.
• Success Planning: Develop and implement joint success plans with customers that map out milestones, desired outcomes, and KPIs, ensuring alignment with the customer’s long-term business strategy.
• Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
• Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer’s business units and geographies to optimize solution usage.
• Customer Advocacy: Serve as the customer’s advocate within Vendavo, influencing product development and driving internal alignment to address customer needs.
• Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
• Cross-sell Expansion: Identify expansion opportunities, aligning additional Vendavo solutions with the customer’s evolving business needs.
• Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
• Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.
• Other duties as assigned.

Customer Success Manager – Strategic

Operations

• Lead, mentor, and develop a team of DevOps and SRE engineers.
• Implement and promote SRE principles and practices across the organization.
• Define and monitor service level objectives (SLOs), service level indicators (SLIs), and service level agreements (SLAs).
• Develop and implement incident response and post-mortem processes.
• Drive automation of operational tasks and infrastructure management.
• Design, implement, and maintain scalable and resilient infrastructure on Azure and/or AWS.
• Implement infrastructure-as-code (IaC) using tools like Terraform.
• Ensure security and compliance of cloud environments.
• Manage CI/CD pipelines for automated deployments.
• Implement and maintain comprehensive monitoring and alerting systems. Utilize monitoring tools like Azure Monitor, AWS CloudWatch, Prometheus, Grafana, etc.
• Communicate effectively with stakeholders at all levels.
• Responsible for hiring the right team for the product

Customer Success Manager – Strategic

Manager, Cloud Operations