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Enterprise Customer Success Manager - Central

Dataiku


1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


Dataiku allows enterprises to create value with their data in a human-centered way while breaking down silos and encouraging collaboration. One of the most unique characteristics of our product, Data Science Studio (DSS), is the breadth of its scope and the fact that it caters both to technical and non-technical users. Through DSS, we aim to empower people through data and democratize data science.
 
The Dataiku Customer Success Manager is responsible for serving a portfolio of large enterprise accounts. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku’s software & services. The Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention.
 
This role will be based remotely, with a preference towards bilingual candidates located in the Central region.



In this role, you'll help the team:
  • Actively serve a portfolio of assigned accounts including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology
  • Gain an understanding of client’s use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku’s Data Science Studio (DSS) & Services
  • Help clients translate the business use cases they’re trying to crack into data science solutions
  • Partner with Dataiku Implementation Managers and Data Scientists to ensure successful deployment and engagement with DSS
  • Provide guidance to customer organizations on how to leverage DSS to implement data science projects from design to production
  • Implement customer engagement strategies including consistent Executive Business Reviews
  • Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
  • Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals
  • Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources
  • Collaborate with Marketing to grow library of customer testimonials
  • Inform customers of Dataiku’s Product roadmap & provide continuous customer feedback to Dataiku’s Product team
  • Stay current customers on Dataiku’s products, competitive landscape & data science trends
  • Embrace & contribute to Customer Success team methodologies



You might be a good fit for the role if you have:
  • B.S. or B.A. in business management, finance, economics, data science or similar study. MBA, Masters in Computer Science or similar degree preferred
  • Working knowledge of databases and big data technologies such as Hadoop and Spark preferred
  • At least 5-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science
  • Fluency in Spanish and some Portuguese
  • Ability to travel up to 40% of the time
  • Comfort establishing credibility with key customer decision makers & influencers
  • Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT
  • Strong problem solving & analytical skills; formulate solutions that deliver real business value
  • Ability to recognize & maximize new business opportunities
  • Well organized; handle multiple accounts & assignments simultaneously
  • A commitment to exceed goals that is internal, constant & self-imposed



Here are some metrics associated to the role:
  • Increased depth & breadth of product adoption across customer accounts
  • Identification of additional revenue opportunities for Dataiku Sales team
  • High revenue retention with limited churn & downsells
  • Verifiable customer proof points, references and case studies across customer portfolio
  • High NPS & Customer Satisfaction scores



Benefits
  • Opportunity to join Dataiku early on and help scale the company
  • Competitive compensation package, equity, health benefits, and paid vacation
  • Trips to Paris (our European HQ)
  • Opportunity to work with a smart, passionate and driven team
  • Dataiku has a strong culture based on key values: Ownership, Passion, Autonomy and Friendliness
To fulfill its mission, Dataiku is growing fast! In 2019, we achieved unicorn status, went from 200 to 400 people and opened new offices across the globe. Spanning from Sydney to Frankfurt, Denver to London, geography doesn’t stop Dataikers from working closely together and sharing experiences. Collaboration is key within our product and culture. We strive to create a sense of belonging and community while fostering diverse thinking by encouraging cross-team, cross-office interactions like our annual company offsite or Paris onboarding. Fly over to Twitter, LinkedIn, and Instagram to read stories about our culture, people, and success. 
 
Dataiku believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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