Business Area:

Seniority Level:

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

This is a key senior individual contributor role in Cloudera’s Critical Accounts & Strategic Initiatives organization. Critical account managers play a crucial role in the success of Cloudera’s most critical accounts and utilize their technical experience, leadership, resourcefulness, and strong customer service skills to lead and guide urgent customer situations to successful outcomes. Responsible for managing frequent, high-quality updates to all internal and external stakeholders including executive teams. The individual will advocate within Cloudera on behalf of their customers and will ensure that escalations are handled with the appropriate level of urgency from stakeholders. The outcome of critical account engagements have direct revenue implications for Cloudera’s most strategic customers

As a Sr. Critical Account Manager you will...

• Triage the incoming critical account escalations to quickly assess the situation and business impact and determine how and who will the escalations be handled per established guidelines.

• Drive critical account escalations to successful outcomes. Escalate to the appropriate resources across the technical teams and establish action items to ensure that progress is made and status updates are delivered on time.

• Demonstrate cross-functional leadership while establishing ownership of escalations.

• Compile and deliver frequent, high-quality communication to internal and external stakeholders including executive leadership teams regarding the business impact, risks, prioritization, and status of the issue(s).

• Ability to multitask under pressure.

• Ability to defuse stressful situations.

• Be the leader who derives product and process improvements from every incident and submits necessary feedback for improvements - this includes implementing proactive measures to lower escalation rate.

We are excited about you if you have...

• Excellent written and verbal communication skills.

• Prior critical incident management or escalation management experience is preferred.

• Candidate must be able to demonstrate resilience and a capacity to maintain a constructive attitude during high-pressure situations.

• Excellent analytical and troubleshooting skills.

• Team player mentality.

• Strong leadership skill.

• Project management skills.

What you can expect from us:

• Generous PTO Policy

• Support work life balance with Unplugged Days

• Flexible WFH Policy

• Mental & Physical Wellness programs

• Phone and Internet Reimbursement program

• Access to Continued Career Development

• Comprehensive Benefits and Competitive Packages

• Paid Volunteer Time

• Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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