Job details

Enterprise Services Manager

Description

Position at Confluent Federal LLC

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the Role:

We are looking for an Engagement Services Manager to join our Professional Services & Education team, a key function of our Customer Success organization. The Engagement Services Manager will play an essential role in enabling our customers to successfully deploy and gain value from the Confluent Platform, either on-prem, in the cloud, or in hybrid solutions.

As an Engagement Services Manager you will work across Confluent Federal to assist with scoping and determining the definition of success for a professional services engagement. Once engaged, the Engagement Services Manager will coordinate the delivery of complex technology solutions managing project task planning, resource management and risk mitigation while balancing customer satisfaction and perceptions. Working with Confluent technical resources you will foster customer relationships, show industry leadership and develop customer love.

Although project delivery is the primary focus of the role, you will be supporting Regional Sales members with the positioning and scoping of new and expansion services projects. You will also assist in the creation of proposals and guide sales on our services and education capabilities. Enterprise Services Managers are measured on utilization and the ability to drive expansion business within the accounts they manage. Deep technical knowledge of distributed data infrastructure is not a requirement; it is however a big plus.

To ensure that we build products that deliver beyond customer expectations, communication with our Product, Engineering, R&D teams, and the wider Confluent Community is essential. To really succeed, you will build relationships and engage throughout the company.

What You Will Do:

Own and lead selected, simultaneous customer engagements and manage customer expectations (~5-15 accounts)
Manage project onsite activities and oversee completion of deliverables, managing schedules, customer meetings, pre-engagement and post engagement activities
Prepare client facing and internal collateral such as solution presentations, project plans, and status reports
Identify opportunities for new services by understanding and addressing potential new use cases.
Responsible for interfacing with other teams across the organization to balance customer requirements, customer needs, communication, client expectations, etc
Provide product and delivery feedback, plays a role in product development lifecycle and scaling best practices throughout engagement and customer feedback loop
Collaborate with other departments through presales and sales to work on offerings and proposals containing Professional Services
Consult with clients to understand and analyze engagement scope, requirements, time, cost, benefits, etc.
Support Professional Services team with administrative tasks.
Act as a “Go To” person for Sales to demonstrate Professional Services best-practices
Can demonstrate the value of Professional Services externally and internally
Embodies the One Team spirit with PS Team, Sales, Operations and Resource Management
Represents Professional Services within account planning sessions and is able to formulate PS strategy for according accounts

What You Will Bring:

The Engagement Services Manager must operate deep in the details of execution with a laser focus on customer satisfaction, requirements and needs while staying strategically focused on the efforts of Confluent Sales, Customer Success, Support, Solutions Engineering &
Professional Services
Must have an active TS/SCI. Full-Scope Polygraph preferred.
Strong service delivery, time, project and priority management skills
Excellent communication and presentation skills are evident
Experience in project financial fundamentals
Ability to manage critical and political situations with business stakeholders
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
Demonstrated client relationship and interpersonal skills
Loves to work in a fast growing and dynamic environment and is able to keep pace with constant change.
Ability (and willingness) to travel up to 25% of the time to client engagements.
Proficient English speaking and writing skills are a must
Excellent communication skills, with an ability to clearly and concisely explain tricky issues and complex solutions

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $169,800 - $195,300, an annual bonus, and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. .

Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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