RedisLabs Manager Customer Success Engineering 

India 

182068148

Job Description

Key Responsibilities:

• Build, manage, mentor, and support a team of Customer Success Engineers, including recruit, hire, hiring, onboarding, and continuous training to ensure high performance and alignment with company goals.
• Enhance Customer Experience and Retention:Foster strong customer relationships through proactive engagement, addressing challenges, and ensuring customers achieve their goals, driving satisfaction, retention, and loyalty.
• Optimize Processes Through Data-Driven Strategies:Analyze customer feedback and performance metrics to identify trends, improve support processes, and implement scalable strategies for product adoption and long-term success.
• Collaborate Cross-Functionally for Operational Excellence:Work closely with Customer Support, Product, and other teams to streamline workflows, resolve customer issues, and continuously improve service quality and efficiency.

Preferred Skills:

• Data-Driven and Strategic Leadership: Proven ability to lead teams with a strategic mindset, using data-driven insights to optimize processes, drive performance, and achieve long-term goals.
• Resilience and Proactive Problem-Solving: Demonstrates resilience in challenging situations and proactively addresses issues with advanced troubleshooting and multitasking skills.
• Organizational Excellence and Transparency: Strong organizational skills with a focus on openness, transparency, and fostering clear communication across teams and customers.
• Eagerness to Learn and Adapt: Curiosity and aptitude for learning new technical concepts, with hands-on experience in public cloud platforms (AWS, GCP, Azure) and customer support tools.

Qualifications:

• Educational Background: Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field.
• Leadership Experience: At least 2 years in a managerial role within Customer Success, Sales or Support, with proven team leadership and operational management skills.
• Analytical and Data-Driven: Strong problem-solving and analytical thinking abilities, leveraging data to identify trends and drive performance improvements.
• Communication and Team Motivation: Excellent communication and interpersonal skills with a proven ability to motivate, lead, and develop high-performing teams.