Function: Customer Success
Standort: BR-Sao Paulo
Denodo is a leader in data management. The award-winning Denodo Platform is the leading data integration, management, and delivery platform using a logical approach to enable self- service BI, data science, hybrid/multi-cloud data integration, and enterprise data services. Realizing more than 400% ROI and millions of dollars in benefits, Denodo’s large enterprise and mid-market customers across 30+ industries have received payback in less than 6 months. For more information, visit www.denodo.com.
We are a fast-growing, international organization with teams across four continents and we work with a cutting-edge technology, but that's not all we have to offer. At Denodo, we are like a family and it is of the utmost importance to us that we help support your professional growth every step of the way.
Job Description
Denodo is looking for a technical, passionate, customer-oriented and hands-on data advocate to join our Customer Success team. You will work hand-in-hand with our customers as the technical focal point. It will be on your shoulders to ensure customers are satisfied and confident in leveraging the Denodo Platform as a key component in their ecosystem.
In this role you will combine tech savviness with relationship management and problem-solving skills. Your mission: enable customers to realize the full potential of their Denodo deployment, removing roadblocks, exploiting platform capabilities, and making things go.
Collaborate closely with Customer Success Manager (CSM), Sales and Customer Services as the TAM has the lead role in implementing the Customer Success Plans (CSP) developed by the CSM. The CSP defines the business outcome, use cases and milestones of the Customer to get a specific use case(s) into production. The output is a Use Case document that describes the Business Problem solved, the Solution Architecture and the Results achieved. The TAM and CSM have responsibility for coordinating the creation and delivery of this document.
Job Responsibilities & Duties
Technical Engagement:
- Communicate common practices with regards to Denodo usage and implementation.
- Conduct cadence calls to review open issues and escalations with the customer operational team.
- Provide input into account health assessment on technical progress.
- Act as point of contact between customer and Denodo technical teams.
- Coordinate with other teams to achieve account growth, service utilization, and use cases.
- Ensure customers' deployment is documented and understood.
Platform Adoption:
- Identity pain points and training required around product usage.
- Have regular communication and updates on Denodo capabilities.
- Provide product and feature guidance.
- Recommend advisory sessions, entitled/on-demand training.
Customer Engagement:
- Provide point of contact for escalations related to the product.
- Coordinate the management and resolution of support tickets, with both customers and Denodo teams.
- Review enhancement requests with Product Management / Development.
- Ensure successful product feature adoption.
- Encourage and enable platform upgrades and migrations.
Reporting & KPI’s
- Implement and help customers maintain Dashboards to report on Product Adoption and Deployment details.
- Maintain Customer relationship map in Salesforce.
- Maintain and report on Customer Services Utilization and Training accomplishments.
- The goal is to get Customers to consume all Services available to them.
- Get all the Customer staff to take all the relevant training classes.
Desired Skills & Experience
- University Degree in information systems or computer science or a related field (Bachelor or Masters), or equivalent experience in a similar role.
- 5+ years of demonstrated experience in a Technical Account Manager or a similar role, preferably in the data management or analytics software industry.
- Excellent verbal and written communication skills to be able to interact with technical and business counterparts.
- Good technical knowledge about different areas in a data management ecosystem.