Customer Success Manager, Alation
More information about location
Enterprise data intelligence solutions
Posted today
Enterprise data intelligence solutions
501-1000 employees
Posted today
More information about location
501-1000 employees
Company mission
To help businesses and institutions to get better value from their data, improving outreach and profit by combining human potential with modern data intelligence.
Role
Who you are
- This role requires empathetic and results-oriented leadership to help customers overcome challenges and deeply leverage Alation’s platform to achieve their data program goals
- The ideal candidate thrives at strategic planning, problem-solving, and cultivating long-term relationships with Alation program teams, sponsors, and executives
- Through leverage of deep data data management knowledge, and experience with data programs, CSMs serve as a trusted advisor to customers, advocating for their needs and ensuring the successful development of data cultures
- BS / BA degree in a relevant field or equivalent work experience
- 10+ years of experience in customer success, solutions engineering, professional services, technical account management or a related field
- Experience managing accounts related to enterprise data management, data governance, or similar data intelligence solutions
- Customer-centric attitude with a passion for ensuring client success, strong customer empathy, and a commitment to meeting customer needs
- Can identify, manage, and mitigate customer risk
- Strong technical acumen, with the ability to communicate complex concepts to non-technical stakeholders
- Working knowledge of data disciplines and technologies (Data Warehousing, Databases, Data Modeling, Transformation/ETL, Data Quality, BI/Analytics, Data Products, Cloud Platforms)
- Familiarity with software development, integration, SQL, Python, and API usage is advantageous
- Proficient in solution customization and configuration to align with client requirements
- Engaged in understanding industry trends and emerging technologies
- Motivated, proactive self-starter who thrives in a fast-paced startup environment
- Passionate about data and the value that can be derived from it
- Effective organization and project management skills; ability to prioritize multiple engagements
- Problem-solving mindset with the ability to analyze issues and provide effective solutions
- Experienced in conducting training sessions and workshops for clients
- Must possess strong presentation skills and be able to communicate professionally
- Capable of influencing, interacting, and collaborating with senior executives
- Able to turn satisfied customers into advocates and references for the company
- Able to meet deadlines and manage priorities
- Ability to travel up to 20%
What the job involves
- The Customer Success Manager (CSM) at Alation is a pivotal role focused on fostering strong relationships with enterprise customers, driving engagement, and technical support, and ensuring the successful adoption and value realization of Alation’s Data Intelligence platform
- A CSM partners with clients to develop strategic engagement plans to guide deployments for an assigned portfolio of customers
- Combining strong technical acumen, strategic thinking, and interpersonal skills, the CSM works to maximize customer satisfaction, retention, and growth while championing the voice of the customer across internal teams
- This individual collaborates across teams to identify and remove barriers to customer success, enabling them to maximize the business value of Alation
- Reporting to Customer Solutions Leadership, the CSM’s mission is to drive meaningful and measurable outcomes for customers while amplifying their feedback to enhance Alation’s solutions and overall customer experience
- Customer Relationship Management: Serve as the primary point of contact, building strong relationships with key customer stakeholders and understanding their challenges and goals. Serve as a trusted advisor by providing expert guidance and best practices to address business needs
- Strategic Account Planning: Develop strategic deployment plans for your portfolio of customers. Own the engagement and adoption strategy at all phases of the customer life cycle. Offer guidance on optimizing and maximizing customer ROI of the Alation data intelligence platform
- Product Knowledge: Possess deep knowledge of Alation's capabilities, effectively demonstrating value and providing expert guidance aligned with customer needs. Conduct training sessions to educate customers on how to effectively leverage product capabilities to derive business value
- Problem-Solving & Technical Acumen: Through knowledge of Alation, the modern data stack, and data & analytics technologies, address complex technical or business issues to maximize customer satisfaction. Utilize data and analytics tools to analyze customer usage patterns and provide insights for improving customer engagement
- Account Health Management: Proactively manage the day-to-day account health of customers, including monitoring usage, regular cadence calls, executive business reviews, and other customer communications to ensure optimal account health
- Industry Expertise: Solid grasp of data management and governance principles, practices, and solutions, and able to guide customers
- Risk Mitigation & Customer Growth: Work to proactively forecast, identify and mitigate renewal risks. Collaborate with internal teams to remediate. Partner closely with sales to manage account strategy, ensuring customer retention and growth, including upsell/cross-sell opportunities
- Voice of the Customer: Serve as an advocate for the customer within Alation. Be the voice of the customer as you partner with support, engineering, marketing, product, and sales to shape product development and deliver a best-in-class customer experience
Salary benchmarks
Our take
While companies continue to gather huge volumes of data on customer behavior, efforts in leveraging said data are often hindered by data access and interpretation, which ultimately leads to incomplete datasets.
Alation is a machine learning powered data catalog. It pulls together all a company’s key data from popular sources like Oracle, Spark and Tableau, and presents it on its platform. This means that users can search for multiple strands of data on just one API. Its services include data governance, digital transformation, and data discovery.
With both the data catalog and data analytics market growing rapidly at a 25% annual growth rate, Alation finds itself in a very strong position having shown triple digit growth for four years running. The platform is used for diverse purposes by Pfizer, FinnAir, Pepsico, Salesforce, American Express and BMW.
It’s this range of applicability, from weather-induced flight delay prediction to rare disease identification, that has led to investments resulting in a valuation of $1.7B. Though it's not the only company of its ilk on the market, with the likes of Informatica, Aginity and Alteryx all competing, Alation’s rapid year-on-year growth, solid investment from the likes of Japanese data communications leader NTT DOCOMO and an elite customer base bodes well for the company's future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2022
$123m
SERIES E
Jun 2021
$110m
SERIES D
Total funding: $315m
Company benefits
- Health and Wellness: health insurance; dental insurance; vision insurance; life insurance; short-term disability; long-term disability; wellness program; FSA account; HSA account; fitness subsidies
- Vacation and Time Off: paid vacation; paid holidays; personal/sick days; maternity leave; leave of absence
- Financial and Retirement: 401(k); company equity; performance bonus
- Professional Development: promote from within; lunch and learns
- Office Life: flexible work hours; remote work opportunities; commuter benefits program; casual dress; happy hours; snacks; some meals provided; company outings
Company values
- Move the ball - We take small steps in the present to make it to the future we’re seeking
- Build for the long term - We plan to fulfill a bold, ambitious mission over decades to come
- Listen like you're wrong - Data and insight are most valuable when they surprise us and prove us wrong
- Measure through customer impact - We measure ourselves by the impact we achieve, not the benefits we receive
Company HQ
Redwood Shores, Redwood City, CA
Articles
Leadership
Satyen Sangani
(CEO)Having studied at Columbia, they worked at Morgan Stanley, Texas Pacific Group, and Andale, before an MSc at Oxford. They then worked as a VP at Oracle for over 9 years prior to co-founding Alation in July 2012.
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