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Customer Success Project Manager

Kinetica DB

Customer Success Project Manager

San Francisco, CA
Full Time
Paid
  • Responsibilities

    Job Description

    The Customer Success Project Management Office (PMO) is a key component for establishing and maintaining processes in the Customer Success organization to enable achievement of key customer and partner outcomes.

    CLOUD CUSTOMER SUCCESS

    • Maintains and manages the Customer Success program for Cloud product including defining and monitoring usage metrics thresholds and associated customer success interactions.  
    • Works with experts within the department and in other departments for feedback in optimizing customer success interaction programs as part of a continuous improvement process.
    • Manages and optimizes Customer Dashboards for Customer usage.
    • Work with the product team on Customer feedback including managing the Customer NPS and other surveying contributing to customer health scores.

    PMO

    • Provides PMO support to larger PS projects. 
    • Assists in Proposal and SOW development.
    • Partners with PS, CS, and Training teams to define, develop, and role out productized and packaged PS, CS, and enablement offerings.
    • Engagement Management and Administration – May vary from situation to situation. Could range from higher-level meetings, closing of engagement, key customer meetings, etc. to a more total engagement administration and management role

    PARTNER ENABLEMENT AND CERTIFICATION

    • Oversee the partner enablement program
    • Develop and oversee Certification programs in partnership with the Training team.
  • Qualifications

    Qualifications

    • 4+ years of relevant work experience in a customer-facing customer success, customer support, sales engineering, or strategic consulting organization
    • 2+ years of experience with Cloud, Cloud Platforms such as Azure, AWS, or Google Cloud.  Big Data, Geospatial, Machine Learning/AI, analytics, and/or Database
    • BS or MS degree (Computer Science/Engineering or equivalent)
    • Experience packaging PS/workshop services
    • Can write a good proposal and SOW
    • Experience with a proactive metrics based Customer Success function for a platform based SaaS or Paas offering
    • Project Management of multiple projects concurrently
    • Effective communicator, and comfortable giving an executive presentation, or running a workflow whiteboarding session. You must be comfortable diving into the details, but know when to keep it brief.
    • Experience coordinating internal resources for issue and incident resolution together with owning and managing any relevant customer communications
    • Strong independent individual contributor who drives results
    • Enjoys working closely with customers to ensure complete satisfaction
    • High-energy self-starter with a passion for data, attention to detail, and ability to work in a fast-paced environment with limited direction
    • Experience with tools such as CRM (e.g. Salesforce), Success tools (e.g. Totango, Gainsight), communications tools (e.g. Yesware, Toutapp), and Support tools (e.g. ZenDesk, Service Cloud)

    Bonus:

    • Java or Python, Linux, and SQL skills.
    • Prior experience with Engineering, Sales Engineering, Professional Service/Consulting
    • Familiarity with AI/ML

    Additional Information

    All your information will be kept confidential according to EEO guidelines.