Customer Success Architect, Neo4j

• 5+ years of experience in a customer success, sales engineering, technical support, technical consultant or technical account management role in a SaaS company
• A Bachelor's degree in Business, Information Systems, Computer Science, or Engineering
• Strong Customer facing experience with exceptional relationship and trust building skills
• Proficient in controlling customer situations, setting customer expectations appropriately, and creating resolution plans, as necessary
• Demonstrated ability to understand technical/business issues and processes and to articulate the technical/business context of the Neo4j solution
• A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills
• High level of initiative, energy, curiosity and willingness to learn new concepts and technologies
• Ability to work independently
• Experience in Relational or NoSQL database technologies
• Hands-on experience in Java or JVM based technologies
• Software life-cycle product implementation experience
• Preferred Languages: Java, Python, JavaScript, .Net, Go
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively)

Desirable

• A Customer Success Architect (CSA) at Neo4j is an all-around trusted technical advisor and advocate for our customers
• Your primary objective is to ensure the technical success of our customers by providing technical guidance over Neo4j’s product features, solutions, and best practices
• You will closely partner with Neo4j’s Customer Success, Solution Engineering and cross-functional teams such as Product Management, Engineering, Sales, Renewals Technical Support and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives
• Advising our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer-term vision
• Working together with our CSMs and SEs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. Advisory Sessions, QBR, Executive Briefing, or Escalation Management)
• Maintaining an awareness of the customer’s unique implementations and project milestones, and disseminating that knowledge to other resources throughout Neo4j, as needed
• Utilizing this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
• Establishing, building, and maintaining trusted relationships at all decision levels within assigned accounts
• Managing multiple customers and tasks simultaneously
• Advocating on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions
• Being able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner
• Providing regular status reports on the technical health of the project to internal stakeholders
• Focusing on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, expansions, upsells, and new opportunities in the assigned accounts
• Tracking time and effort of customer-facing CSA Activities, as well as technical deployment details for all assigned accounts
• Contributing to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc
• Travel up to 20% (to customer premises or workshops/conferences)