Redis - [Ashby] Customer Org (Customer Success) (EMEA, APAC, US & CANADA)
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Requirements
• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies. • On site with customers in the Korea market, face to face engagement (not remote). Experience in delivering business reviews / QBRs with customers at exec level (not service delivery). • Preference - experience managing customers within Banking/ Financial Services. • Technical Acumen: • Strong understanding of cloud services, data platforms, or related technologies. Familiarity with Redis or NoSQL databases is a plus. • Some experience with SaaS products and public cloud (AWS, GCP, Azure) • Proven exposure to enterprise clients in the Financial Services industry and an understanding of common Fintech use cases. • Customer-Centric Mindset: • Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention. • Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences. • Problem-Solving Ability: • Strategic thinker with the ability to anticipate challenges and provide solutions proactively. • Comfortable working cross-functionally with Sales, Product, Marketing in a fast-paced, global organization. • Tools & Systems: • Experience with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and analytics platforms is a plus. • Experience with Redis or any other NoSQL database • Experience with software development (Java, .NET, Python) • Some experience with DBaaS (relational or non-relational)
Responsibilities
• 1. Customer Relationship Management: (Travelling across Korea 30-40%) • Serve as the primary post-sale point of contact for assigned customers, fostering trust and understanding their business goals. • Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions. • Build and maintain long-term relationships with stakeholders across technical and business teams. • 2. Value Realization and Advocacy: • Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals and objectives. • Deliver regular business reviews to showcase value, identify opportunities for growth, and mitigate risks of churn. • Advocate for customer needs internally, collaborating with Product, Support, and Engineering teams to resolve issues and influence roadmap priorities. • 3. Customer Enablement and Success Planning: • Develop tailored success plans to guide customers on achieving their desired outcomes with Redis solutions. • Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions. • Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage. • 4. Retention and Growth: • Identify and nurture expansion opportunities within your accounts, partnering with Sales to drive upsell and cross-sell initiatives. • Track account health through regular check-ins, identifying and mitigating risks early. • Ensure contract renewals by demonstrating ongoing value and supporting customers’ evolving needs. • 5. Collaboration and Teamwork: • Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience. • Act as a voice of the customer within Redis to ensure our solutions continue to meet market demands.
Benefits
• Competitive compensation and benefits package. • Remote-first work environment with a flexible schedule. • Opportunities for professional growth and career development. • A dynamic, collaborative, and innovative work culture. • The chance to work with cutting-edge technology and a world-class team.
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