Support Account Manager

📌 Core Information

🔹 Job Title: Support Account Manager

🔹 Company: Cloudera

🔹 Location: Ireland

🔹 Job Type: On-site

🔹 Category: 💼 Account Management

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: Mid-Senior level (2-5 years)

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing post-sales technical expertise for customer deployment of Cloudera solutions.
• Acting as a trusted advisor to troubleshoot and optimize platform performance.
• Leading customer meetings for performance and issue updates.
• Collaborating with internal teams to enhance customer experience.

ASSUMPTION: The term "on-site" in the input data suggests frequent interactions at client locations within Ireland, despite a hybrid work setting characterized by potential remote aspects.

📋 Key Responsibilities

✅ Provide post-sales technical support to ensure customer success with Cloudera solutions.

✅ Act as a trusted advisor to anticipate and resolve technical issues.

✅ Ensure optimal performance and alignment with customer requirements.

✅ Manage meetings to report on case trends and performance challenges.

✅ Collaborate internally for escalating issues and improving the customer experience.

✅ Offer technical guidance and facilitate smooth product adoption.

✅ Serve as a liaison between customers and Cloudera's sales, support, and engineering teams.

ASSUMPTION: Responsibilities listed reflect a dual focus on technical support and customer relationship management, typical for post-sales roles.

🎯 Required Qualifications

Education: Not specified, but technical education likely beneficial.

Experience: Experience in data warehousing, cloud computing, or enterprise software solutions required. Also, 2-5 years in post-sales support or technical account management.

Required Skills:

• Technical acumen in data technologies.
• Customer engagement and technical outcome focus.
• Excellent problem-solving and communication skills.

Preferred Skills:

• Stakeholder management experience.
• Passion for enhancing customer experiences.

ASSUMPTION: A background in technical support within a corporate environment is preferred, emphasizing client interaction and data solutions expertise.

💰 Compensation & Benefits

Salary Range: Not specified, competitive with industry standards.

Benefits:

• Generous paid time off policy and Unplugged Days for work-life balance.
• Flexible work-from-home policy.
• Comprehensive wellness programs.
• Reimbursement programs for phone and internet usage.
• Access to ongoing career development.
• Comprehensive benefits and competitive packages.

Working Hours: 40 hours per week, typical business hours with some flexibility as part of a hybrid model.

ASSUMPTION: Compensation aligns with industry norms, offering flexibility and a focus on work-life balance to appeal to a diverse talent pool.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development with a focus on big data and cloud computing.

Company Size: 1,001-5,000 employees indicating a well-established mid-sized enterprise.

Founded: 2008, with a track record of innovation in data management solutions.

Company Description:

• Leader in transforming complex data into actionable insights.
• Promoter of open-source community-driven innovation.
• Partnerships with top global enterprises for digital transformation.

Company Specialties:

• AI & Machine Learning
• Cloud Computing
• Data Engineering & Analytics

Company Website: https://www.cloudera.com

ASSUMPTION: Cloudera's emphasis on data and AI signifies its strategic focus on industries experiencing digital transformation.

📊 Role Analysis

Career Level: Mid-Senior level, ideal for seasoned professionals with technical expertise.

Reporting Structure: Likely reports to regional or national service management, collaborating across departments.

Work Arrangement: Hybrid model offers both on-site and remote working, requiring physical presence in Ireland.

Growth Opportunities:

• Potential progression to senior technical roles.
• Involvement in advanced data solutions projects.
• Increased customer engagement responsibilities.

ASSUMPTION: The role supports career development through technical challenges and cross-functional collaborations, enhancing skills and industry credentials.

🌍 Location & Work Environment

Office Type: Corporate office environment with regional support functions.

Office Location(s): Located within Ireland, specific office addresses not specified.

Geographic Context:

• Proximity to major business hubs ensures networking opportunities.
• Dynamic marketplace with a growing tech industry.
• Innovative culture fostered by a blend of local and global insights.

Work Schedule: Flexible hours to accommodate customer needs, primarily within standard business hours.

ASSUMPTION: The environment supports collaborative workspaces, ideal for interacting with local teams and clients across regions.

💼 Interview & Application Insights

Typical Process:

• Initial resume screening by HR.
• Technical skills assessment.
• Behavioral interviews focusing on customer service scenarios.

Key Assessment Areas:

• Technical proficiency in data management tools.
• Customer interaction and problem-solving skills.
• Ability to collaborate across diverse teams.

Application Tips:

• Highlight specific technical achievements.
• Demonstrate customer engagement success stories.
• State your adaptability to hybrid work models.

ATS Keywords: Data Warehousing, Cloud Computing, Technical Support, Customer Engagement, Post-Sales.

ASSUMPTION: Candidates with a blend of technical expertise and customer engagement experience are prioritized, aligning with Cloudera's customer-centric strategy.

🛠️ Tools & Technologies

• Cloudera Data Platform
• Cloud services (AWS, Azure, Google Cloud)
• Data analysis and management software

ASSUMPTION: Familiarity with cloud platforms and big data tools is assumed, fitting the technical demands of the role.

👔 Cultural Fit Considerations

Company Values:

• Innovation driven by open-source collaboration.
• Customer-centricity leading to transformative solutions.
• Commitment to diversity and inclusive work environments.

Work Style:

• Agility and adaptability in a hybrid work setting.
• Proactive approach to problem-solving and improvement.
• Strong team collaboration and communication skills.

Self-Assessment Questions:

• Can I adapt my technical skills to a fast-paced, evolving environment?
• Do I enjoy collaborating across teams to solve complex challenges?
• Am I driven to improve customer experience and technical outcomes?

ASSUMPTION: A cultural fit at Cloudera involves being innovative, customer-focused, and team-oriented, aligning with their wide-ranging global operations and clientele.

⚠️ Potential Challenges

• Managing multiple client accounts while ensuring individual attention.
• Adapting to evolving technological solutions and customer needs.
• Balancing technical problem-solving with customer relationship management.
• Ensuring consistent communication across global teams and time zones.

ASSUMPTION: Challenges typical to the role involve integrating technical expertise with effective customer engagement, requiring proactive management and soft skills strengths.

📈 Similar Roles Comparison

• Focus on technical support in other enterprise software firms.
• Roles requiring integration of data solutions and customer strategies.
• Positions emphasizing hybrid work adaptability and technology upskilling.

ASSUMPTION: Candidates may consider similar roles at other software firms with strong data and cloud service offerings, focusing on comparable requirements.

📝 Sample Projects

• Leading a client onboarding project to deploy Cloudera's latest platform.
• Collaborating on a pilot program to roll out cloud computing solutions.
• Resolving complex technical challenges to improve customer satisfaction metrics.

ASSUMPTION: Successful candidates will manage projects with clear technical milestones and customer outcome focus, streamlining adoption efforts.

❓ Key Questions to Ask During Interview

• How does Cloudera support continuous learning and development for its managers?
• What are the main technical challenges a Support Account Manager typically faces?
• Can you describe a recent success story involving customer engagement?
• How is performance measured for Support Account Managers at Cloudera?
• What tools and resources are available for managing client relationships effectively?

ASSUMPTION: Questions align with role-specific expectations, assisting candidates in understanding the technical and managerial scope.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Update your resume with relevant ATS keywords.
• Prepare to demonstrate your technical and customer engagement skills.
• Include specific examples of past work in similar roles.
• Be ready to discuss your adaptability to Cloudera’s hybrid work model.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.