Customer Success Manager Datasheet
Last updated August 21, 2023
Cloudera will provide a Customer Success Manager (“CSM”) resource to assist in orchestrating activities across Cloudera Product interactions on Customer’s behalf. The CSM augments Customer’s existing Cloudera account team.
The CSM will drive efforts using the Cloudera Customer Success Framework as follows:
- Engaging with the applicable Customer and Cloudera teams in an effort to set up the teams for success.
- Assisting with stabilizing and improving Customer’s Cloudera Product experience.
- Assisting with increasing the understanding of business value of Cloudera Products by Customer.
- Partnering with applicable Customer teams in an effort to build long term trusted success.
- Assisting with establishing adoption governance for new Cloudera Products.
Additional activities will generally include:
- Organizing alignment across Cloudera organizations on Customer’s behalf.
- Understanding and documenting Customer’s success plan within Cloudera.
- Regular reviews regarding alignment to Customer objectives.
- Access to and organization of ongoing enablement with Cloudera experts.
- Maintaining and working to improve the Customer and Cloudera relationship and experience.
- General review of Customer’s Cloudera Product environment health and consumption.
Cloudera will provide Customer with one (1) CSM to provide the assistance for approximately one (1) day per week over a 12-month period. The days will be spread evenly across four 3-month periods (each a “Quarter”), where the CSM will be available for approximately one (1) day per week for 12 out of 13 weeks. CSM days that are not consumed during a Quarter will expire, and no refunds or credits will be carried over to any subsequent Quarter. The 12 month CSM period will commence upon Cloudera’s receipt of a signed Order Form and a valid purchase order for the CSM.
CSM activities will be provided remotely during business hours Monday through Friday, excluding Cloudera and Customer holidays. Any onsite CSM assistance requested by Customer and associated travel expenses are excluded and must be separately agreed between Customer and Cloudera in advance and invoiced separately. Travel by Cloudera for such onsite CSM activities are subject to Cloudera’s Travel and Expense Policy.