Technical Customer Success Manager, Scuba Analytics

• 6-8+ years of experience in Technical Account Management, Customer Success, or similar technical, post-sales, client-facing roles in a software organization
• Experience with data analytics to provide business insight
• Technical aptitude to understand, learn, and perform hands-on analytical and technical tasks across all layers of our product
• Strong written and verbal communication skills
• Ability to prioritize and problem-solve in a fast-paced environment, and collaborate cross-functionally to deliver the maximum value to customers
• Excellent project management and organizational skills
• Passion for building customer relationships and delivering solutions
• Familiarity with databases, SQL, and Linux variants

Desirable

• As a Technical Customer Success Manager at Scuba Analytics, you are the primary point of contact for your portfolio of customer accounts
• You will work with stakeholders to maximize the technical and business value and make them successful with the Scuba platform
• You will own the post-implementation customer journey: from onboarding and training new users, to helping them answer complex questions about their business using Scuba, to providing upstream recommendations on their data infrastructure
• You will be the voice of the customer within Scuba, and collaborate cross-functionally to communicate customer feedback and enhancement requests
• Own and manage post-implementation customer activities and serve as the trusted advisor and business partner to customers
• Develop strong relationships with key stakeholders and executive sponsors and ensure we add value by providing solutions that align with customers’ overall business objectives
• Drive product adoption and engagement, maintain account health, and reduce churn across accounts
• Deliver effective onboarding for end users and provide best practices and recommendations across different aspects of data analytics, e.g. instrumentation, infrastructure, analyses, etc
• Identify, plan and execute projects to help customers realize the full business value of the platform
• Work closely with internal account teams to identify risks and growth opportunities and perform periodic business reviews
• Advocate customer needs and provide feedback internally to inform product vision and roadmap