Customer Technology Strategy Principal

Description of CTS Role - Location (NY/NJ) 

The Customer Technology Strategist (CTS) will play a key role in driving customer success, retention, and expansion within our Strategic Accounts globally. By actively listening to clients, the CTS strives to obtain a full understanding of the client's strategic goals and tactical needs to drive technical business growth and shared success for both the client and across the Couchbase portfolio of solutions. 

• Drive the adoption, expansion, and renewal/rebuy of recurring contracts 

• Serve as the primary strategic technical point of contact for identified strategic global clients, understanding their business needs and objectives. 

• Chair business reviews with sales, operations, product management and engineering to ensure clients are satisfied with the products and services from Couchbase 

• Lead the assigned clients to make the most effective decisions related to the current and future use of the Couchbase platform within the infrastructure 

• Work closely with Account Managers and Solution Engineers to alert them of potential sales opportunities and ensure follow up 

• Develop and drive medium-term and long-term strategy with the client and Couchbase 

• Define key roadmap requirements by utilizing the customer’s knowledge and application familiarity and facilitate required meetings between the customer and Couchbase teams (Sales, Field Engineering, Product Management and Engineering) 

• Ability to identify business growth opportunities including service and product enhancements and work with Product Management and Engineering teams to prioritise 

• Proactively identify and document areas of account risk, escalate internally to engage cross functional and executive resources to execute a risk management plan for resolution 

• Monitor client satisfaction survey and establish / monitor client health forecasting 

• Define business and client relationship targets and KPIs and build monthly/quarterly reports for the Client and Couchbase to review and build course correction plans with urgency, if needed  

• Regular review of company performance against service level agreements and flagging potential areas of improvement. 

  This role reports to the Customer Technology Strategist Leader at Couchbase. 

Success Criteria 

• Heavy focus on ensuring successful new applications and features and advancing the Customer adoption of Couchbase 

• Identifying upsell opportunities and growing revenue and maintaining high customer retention 

• Services Business Performance (sales, customer satisfaction & health) 

• Maintaining top level relationships (Heads of Architecture, CTO, CIO, etc.)  

• Thought leadership in our field and market 

• Coordination across teams within the customer and Product and Engineering functions at Couchbase 

  Qualifications: 

• Bachelors Degree or Equivalent Experience in Engineering, Technology, XaaS 

• Proven track record for demonstrating IMPACT by positively influencing your team, organization, and customers in line with company values, achieving team KPIs, and contributing to the success of others and overall organizational goals. 

• Demonstrate mastery of technology and customer relationships, particularly when making decisions independently, focusing on the customer with communications and active listening 

• Computer knowledge, particularly relating to server, network and operating system installation and configuration  

• Positive attitude, enthusiastic, self-motivated and customer-focused 

• People-person and team player, enjoying the cross-functional interaction required for this position 

• Comfortable working in a fast-paced, dynamic environment 

• Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, executives and C-Level  

• Ability to travel to assigned customer sites in primary region and worldwide, as required