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Technical Customer Success Manager at GoodData
San Francisco, CA, US

Rated 32nd Most Successful SaaS Company in the world by Montclare, GoodData is on a mission to fundamentally change how analytics are used and adopted throughout the organization. With more than 50 percent of the Fortune 500 using GoodData, millions of end users and a massively scalable and secure Enterprise Insights Platform, GoodData works with customers to drive a business outcome focus allowing data to finally drive meaningful change for the business.

 

Today, some of the most well-known brands are using the GoodData Enterprise Insights Platform to disrupt their industries, improve productivity, and make business-critical decisions, to create revenue-generating Smart Business Applications. According to Forrester, insights-driven businesses will steal $1.2 Trillion/year from traditional market players by 2020. This is the transformation GoodData is enabling globally.

 

GoodData is headquartered in San Francisco and backed by top-tier investors like Andreessen Horowitz, General Catalyst Partners, Intel Capital, TOTVS and others. For more information, visit our website and follow GoodData on Twitter and LinkedIn.

 

 

Job Description:

 

As a Technical Customer Success Manager, you will enable strategic customers to be successful on the GoodData platform over the long term. You will join a growing team of GoodData platform and tools experts dedicated to helping clients drive adoption and grow their analytical and reporting solutions with GoodData.

 

You are responsible for bringing GoodData's best ideas, innovations, and capabilities to customers through consultative engagements. You will work with both technical teams and business executives to quickly understand requirements and define success criteria a successful path for the GoodData platform.

 

You will own multiple customer relationships with key responsibilities of ensuring customer satisfaction and building long-term partnerships with GoodData. You will build and maintain positive relationships with your customers to ensure clients are satisfied and building long-term partnerships with GoodData. You will maintain strong working relationships with other GoodData teams such as Account Management, Product Management, Legal, Sales, Support, Professional Services, and Engineering.

 

You should be comfortable consulting with C-level executives, backed by a solid understanding of their business objectives, while also acquiring technical knowledge of GoodData’s product functionality and tools. You should possess strong analytical and project management skills, functional BI knowledge, database and/or data warehousing skills, and the ability to articulate value and inspire customers about the potential of GoodData.

 

What you will do:

Manage a portfolio of 3-6 strategic customers in parallel in an ownership capacity while also engaging in project-specific activities as needed

Serve as a critical member to the team by assisting Sales and Professional Services teams in navigating the account, strengthening relationships and looking for expansion opportunities

Foster strategic interest and trust from senior executives at your accounts to support analytical maturation across their organization

Provide technical problem resolution and communication for all GoodData issues that may arise

Interface with Product and Engineering teams regarding customer feedback to shape our product roadmap

Develop a trusted advisor relationship with customer executive sponsors, and technical project leads such that all GoodData activities are closely aligned with the customer's business case, allowing the full potential of their GoodData solution to be realized.

Establish post-implementation adoption activities to closely monitor the success of our customers’ initiatives

Serve as a customer advocate in driving industry best practices and the evolution of GoodData product and platform functionality

Become an expert on GoodData’s products and services

Identify and own opportunities for  customer growth and expansion opportunities on the GoodData platform

Qualifications:

Five years of relevant work experience with demonstrated client-facing experience

Exceptional project management skills

Demonstrated self-directed ability to manage simultaneous, complex engagements with minimal supervision

Experience presenting strategic business proposals to senior executives or boards of directors

Deep knowledge experience in one or more vertical industries or experience working with data, analytics and reporting systems

Hands-on experience working with databases and/or data warehouses

Experience with cloud / SaaS platforms, (e.g., Salesforce, Marketo, Netsuite), advertising platforms (e.g., Google), and/or social platforms (e.g. Facebook, Twitter) preferred

Skilled in advising customers in product best practices and optimal technical solutions

Excellent written and oral communication skills

Strong presentation skills and credibility with C-level executives

BA/BS degree required, ideally in CS, Mathematics or other quantitative fields from a top-tier university

Some experience with at least one of the following: data modeling, object-oriented programming, SOAP/REST API integration, SQL

Bonus points:

Experience with data visualization or other BI tools

Experience with designing in an agile environment (using Scrum, Kanban,...)

Experience working with a remote team and with the executive team

Visual design skills (layout, typography, iconography, colors, …)

Knowledge or experience with web analytics tools, (e.g., Google Analytics, Omniture, etc.) for applying data-driven design approach

We are committed to creating a diverse work environment and proud to be an Equal Opportunity Employer. All your information will be kept confidential according to EEO guidelines.

 

Agency Recruiters Take Note:

Please do not spam us with unsolicited candidate resumes. Unless you have a fully executed agreement with us, we will consider them a gift. Do not send resumes to any of the executives.