Sr. Customer Success Executive - East

Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

 

We are looking for a growth-minded, customer-first Customer Success Executive who is excited to work in a cloud-focused, high growth environment.  This individual ideally has a strong technical background and has thrived in the past in a pre-sales, sales engineering role, or consulting role.  This individual should be excited about understanding our customer’s business needs and marrying them with Elastic’s unique value proposition as a trusted search, observability, and security platform!

 

At Elastic, a leading SaaS company, the relationship between customer satisfaction, solution adoption, and value is paramount to our success. This role is centered on ensuring that our customers maximize the value of our offerings and drive healthy adoption, consumption, renewals, and growth.  This role will focus on success planning, consumption management, driving platform adoption, aligning on platform value, and “earning the right to do more” with the customer through strong relationship building and trusted advisory!

 

As a Customer Success Executive, you'll:

 

• Partner with the Regional Sales Leader and Account Executives to oversee territory planning, account health, and adoption patterns. 
• Develop customer success plans that align with customer business objectives and ensure successful solution implementation and utilization.
• Maximize value from the customer’s Elastic investment by driving and forecasting consumption and adoption of the platform
• Highlight the tangible benefits and impacts of Elastic's solutions through value engineering.. Work with clients on progressing them through higher levels of maturity and innovation
• Partner with the Customer Architects on helping the client’s technical journey, consumption management, and adoption of relevant features.

 

Key Responsibilities

 

• Develop success plans that align with customer business goals
• Manage cloud consumption and strategies around adoption and risk
• Value Engineering: continuously discover, confirm, and convey the value of Elastic solutions, ensuring that the ROI meets and exceeds expectations 
• Support a pre/post close knowledge exchange and drive cross-functional onboarding/kickoff to foster a healthy customer journey
• Build and nurture relationships with customers, understanding their unique needs and how best to serve them with Elastic solutions
• Promptly address and resolve escalations, liaising with relevant departments for optimal problem-solving
• Facilitate strong renewal health and growth through success planning, consumption management, value engineering, and partnership with the Customer Architect team

 

Qualifications

 

• Prior experience in technical roles such as Presales, Sales Engineer, or Technical Customer Success Manager and/or consulting roles in adjacent fields/technologies Familiarity with Elastic solutions will be advantageous.
• Must be located in the NYC/NJ area
• Deep understanding of Elastic solutions (Observability, Security, Search) and their application to address business challenges.
• Ability to do discovery and articulate business value from Elastic solutions
• Exceptional communication skills and ability  to convey complex technical concepts clearly and concisely.
• Strong interpersonal skills and a desire to work with cross-functional teams to problem-solve
• Proven analytical and problem-solving abilities, focusing on anticipating and effectively addressing customer challenges.
• Ability to multi-task and manage a portfolio of diverse client use cases.
• Self-starter with the ability to work both independently and collaboratively 
• Commitment to continuous learning and growth

 

We're looking for individuals who are deeply passionate about driv