Vice President of Customer Experience, TigerGraph
Office located in Redwood City, CA
Scalable graph analytics platform
Be an early applicant
Scalable graph analytics platform
101-200 employees
Be an early applicant
Office located in Redwood City, CA
101-200 employees
Company mission
To uncover meaningful, actionable, real-time insights from data.
Role
Who you are
- Experience: Proven track record in customer success, with experience working with large enterprises, especially financial institutions
- Customer Focus: Deep understanding of customer needs and a passion for delivering exceptional customer experiences
- Technical Understanding: A strong technical background, including a deep understanding of graph database technologies and related concepts
- Leadership: Strong leadership skills and ability to build and motivate high-performing teams
- Communication: Excellent communication skills, both written and verbal, with the ability to effectively communicate with technical and non-technical audiences
- Problem-Solving: Strong problem-solving skills and ability to identify and resolve customer issues efficiently
- Startup Experience: Experience working in a fast-paced startup environment is preferred
- Bachelor's degree in engineering or computer science or related field (MBA or advanced degree is a plus)
- 15+ years experience as a senior customer success leader in a B2B enterprise software / SaaS / Cloud infrastructure company, with a track record of driving customer satisfaction and loyalty
What the job involves
- The VP of Customer Success will be responsible for driving customer satisfaction, loyalty, and retention at TigerGraph. The TigerGraph platform, built from the ground up for graph analytics at scale, is the only graph database that works on enterprise-scale datasets across diverse applications to give accurate, reliable insights — fast enough to solve crucial business challenges that can propel the business forward, closing the gap between data and decisions
- This individual will oversee customer onboarding, support, services, and technical account management, ensuring that our customers maximize the value of TigerGraph's distributed native graph database. Success in this role means accelerating customer onboarding, realizing revenue faster, and driving high customer retention while fostering satisfaction and loyalty. This role will report directly to the CEO
- Customer Satisfaction: Develop and implement strategies to measure and improve customer satisfaction and loyalty. Foster a customer-centric culture that prioritizes the needs and success of our customers
- Customer Onboarding: Oversee the customer onboarding process to ensure a smooth and successful transition for new customers. Develop and implement best practices for onboarding new customers efficiently and effectively
- Customer Technical Support: Lead the customer technical support team to provide timely, efficient, and high-quality support to our customers. Develop and maintain a knowledge base and support resources to empower customers to self-serve
- Professional Services: Manage the professional services team to deliver high-quality consulting, implementation, and training services to our customers and implementation partners. Ensure that professional services align with customer needs and drive successful outcomes
- Technical Account Management: Oversee the technical account management team to build strong relationships with strategic customers. Provide technical guidance and support to ensure customer success and identify upsell and cross-sell opportunities
- Customer Success Metrics: Develop and track key performance indicators (KPIs) to measure customer success and identify areas for improvement
- Analytical: Develop a ROI based view of customer relationships and determine how to allocate resources across the customer base to maximize value
- Team Leadership: Lead and mentor a team of customer success managers, support engineers, and professional services consultants. Foster a culture of excellence, collaboration, and customer focus
Our take
TigerGraph specialises in graph databases - which are powerful databases that can connect multiple data points at once. Purpose built to manage large amounts of highly connected data, flexible and easily scalable, this technology is becoming increasingly preferred over traditional relational databases.
Its substantial funding has enabled TigerGraph to expand, now with support for Google Cloud Platform workloads, putting TigerGraph in the unique position of being the only distributed graph database to be made available as SaaS on all major cloud platforms. In addition, connectors for Snowflake and Salesforce Tableau further enhance the integration options for TigerGraph. GraphStudio, a graphical user interface for TigerGraph DB brings together all aspects of the graph database analysis in one application created specifically for ease of use.
TigerGraph is currently the fastest graph database in the world, ahead of competitors such as Neo4j, ArangoDB and Redis, a position the business will no doubt be eager to maintain as it is a key differentiator.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-55% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2021
$105m
SERIES C
Sep 2019
$32m
SERIES B
Total funding: $194.2m
Company benefits
- Putting money in your bank with competitive pay and attractive equity
- The best health, dental and vision insurance to keep you healthy
- Catered lunches and a well-stocked kitchen
- Take time off when you want and recharge your batteries
- Fun environment with team outings and a recreation lounge, including ping-pong and foosball
Company values
- See it from the customer's POV
- Work as a team; support one another
- Be resourceful, have fun
- The buck stops with yu/you
- Focus on craftsmanship
- Earn your stripes
- Be curious, ask questions
Company HQ
Redwood Shores, Redwood City, CA
Articles
Leadership
Yu Xu
(CTO)Dr. Xu received their Ph.D in Computer Science and Engineering from the University of California San Diego. Prior to founding TigerGraph, Dr. Xu worked on Twitter’s data infrastructure for massive data analytics. Before that, they worked as Teradata’s Hadoop architect where they led the company’s big data initiatives.
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