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Customer Success Architect

vor 4 Monaten

Sydney, Österreich Neo4j Inc Vollzeit

A Customer Success Architect (CSA) at Neo4j is a trusted technical advisor and advocate for our customers. Your primary objective is to ensure the success of our customers by providing technical guidance over Neo4j’s product features, solutions and best practices . At the same time, you will also partner with Neo4j’s CSMs and cross functional teams such as Product Management, Engineering, Sales, Renewals and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives.

Your Responsibilities:

  • Advise 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
  • Partner with our CSMs to host/participate regular meetings and provide technical guidance based on the customer audience’s expectations (ie. QBR, Executive Briefing, or Escalation Management)
  • Establish, build and maintain trusted relationships at all decision levels within assigned accounts
  • Ability to manage multiple customers and tasks simultaneously
  • Advocate on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions
  • Provide regular status reports on the technical health of the project to internal stakeholders
  • Stay current on Neo4j’s portfolio of products and provide knowledge content to internal peers as well as on the Neo4j support portal
  • Focus on achieving the targets on renewal rates, customer satisfaction, PS bookings, expansions, upsells and new opportunities in the assigned accounts
  • Track time and effort of customer facing CSA Activities
  • Contribute to customer facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.

Skillset Requirements:

  • 5+ years experience in a customer success, sales engineering or technical account management role in a SaaS company, preferably in the big data, data science, database or analytics space.
  • Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
  • A strategic, innovative thinker, with excellent interpersonal communications, written communication, and presentation skills.
  • Preferred Languages: Java, Python, JavaScript, Scala, .Net
  • Bachelor's degree required, or equivalent experience
  • Travel up to 20%
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