Enterprise Customer Success Manager, Central

The Customer Success team at Dataiku is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with Dataiku. By leveraging deeply consultative skills and strong product knowledge, Enterprise Customer Success Managers align with customers throughout their journey to understand their desired business outcomes, empower them to maximize the value of their existing use cases, and optimize for growth into new use cases across their business – ultimately working to ensure continuous value and return on their Dataiku investment.  

Enterprise Customer Success Managers play an integral role in our business, serving as the customer’s main point of contact, as well as, the liaison between customers and Dataiku’s internal teams (including Sales, Services, Product Management, Marketing, among others). CSMs ensure cross functional alignment to drive streamlined value delivery based on desired customer outcomes and use case metrics. Their chief focus is on mutual success and growth.

Key Areas of Responsibility (What You’ll Do)

• Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction.
• Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear  objectives, action items, owners, and sponsors.
• Have a strong command of Dataiku’s unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku.
• Keen ability to develop a deep understanding of a customer's business, use cases, and outcomes in order to guide them to achieve these via Dataiku's product and services.
• Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production.
• Monitor customers’ achievement of desired outcome and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders.
• Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives.
• Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice.
• Effectively prioritize and orchestrate resolution of customer requests or issues.
• Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others.
• Champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth. 
• Stay current on Dataiku’s products, competitive landscape, & data science trends.
• Embrace and contribute to Customer Success team methodologies.

Experience (What We’re Looking For)

• Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction.
• Experience managing a fast-growing book of accounts, with account size ranging from ~$200k to multi-million ARR across the Forbes Global 2000 and beyond.
• Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT.
• Experience working collaboratively across Professional Services and Partner motions.
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level).
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations.
• Working knowledge of big data technologies such as Hadoop and Spark is preferred.
• Project management and storytelling skills.
• Strong technical, analytic, and problem-solving skills.
• Ability to travel up to 40% of the time (post Covid).
• Location: We are ideally looking for candidates in either the Eastern or Central region of the United States, but can be flexible on parameters for the right candidate. 
• Ideal candidate would be bilingual in French, but this is a nice-to-have.

You may be a good fit for this role if you:

• Have a never-ending intellectual curiosity, are detail oriented, and analytical.
• Have experience in hyper-growth, product-based technology companies.
• Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers.
• Understand the importance of being a self-motivated team player.
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment.

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