Customer Success Director

July 13

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data.world

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The Enterprise Data Catalog Platform

data collaboration • data science • analytics • enterprise • teamwork

51 - 200

Description

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value and adoption of our products and services, ensuring retention • Work with customers to establish critical goals or other key performance indicators; then aid the customer in achieving their desired outcomes • Maintain high levels of customer engagement (including on-site meetings) with a focus on building customer loyalty • Conduct workshops, business reviews and proactively suggest solutions to common customer challenges • Coach customers to be product experts and train their teams on data.world’s best practices so they become increasingly self-sufficient • Proactively spot and correct any issues that could affect customer satisfaction or retention • Project manage account escalations • Detect, report, forecast and mitigate customer risk • Develop, prepare, and nurture customers for advocacy; drive customer references and case studies • Continually identify and develop new uses for data.world that drive adoption and align to customers’ business needs and strategic goals • Work to identify and/or develop upsell opportunities in partnership with the Account Executive • Advocate customer’s needs and escalate issues interdepartmentally • Develop Customer Success assets and methods, and work with Product Marketing to create new or refine existing adoption materials

Requirements

• Eight years minimum experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention • Experience in data or governance related industries is a plus • Familiarity working with enterprise, Fortune 100 customers • Demonstrated versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertise • Ability to lead a meeting / command a room • Diplomacy, tact, and poise under pressure when working through customer issues • Creative thinker with an innovative approach to problem solving • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption • Thrives in a multitasking environment and can adjust priorities on-the-fly • Excellent verbal, written, presentation and interpersonal communication skills • Detail oriented and analytical • Occasional travel up to 20% • Bachelor’s degree – technical degree, aptitude, or experience is a plus

Benefits

• Competitive compensation with a generous bonus program • Fully paid health, vision, and dental insurance premiums for your entire family • Company-paid life insurance, short and long-term disability insurance, and legal coverage • Remote-forward, super flexible, casual environment with open PTO • Charitable donation matching and community philanthropy opportunities • Quarterly headquarters events - all employees welcome • An awesome group of smart coworkers, including a tight-knit team of startup veterans with integrity, passion, and a good sense of humor • Your own Sparkletar owl character - have you seen them yet?