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Director, Customer Success Engineering

Company: Totango
Location: Redwood City
Posted on: May 11, 2022

Job Description:

Job DescriptionRole: Director, Customer Success EngineeringCompany: Totango, Inc.Location: U.S. Fully RemoteTotango is looking for an outstanding leader to build, run and scale our Customer Success Engineering team. This role is responsible for developing and executing a strategy for technical implementation, technical professional services delivery and customer data enablement strategies.As the Director of Customer Success Engineering, reporting directly to the Head of the Product Experts Group, you will provide technical leadership throughout the CSE organization to drive our customers' technical success during onboarding, implementation, and long-term support. The ideal candidate will have experience building strategies and leading a team that is responsible for customers' data architecture design and automated recurring ETL, technical professional services delivery and consulting, or technical implementations in an agile Saas environment.What you'll do:

  • Provide technical leadership throughout the CSE organization, that evolves our team and technical capabilities.
  • Hire, coach, and mentor a team of Customer Success Engineers
  • Drive standardization and consistency by guiding your team to document and maintain accurate and timely customer information in internal systems
  • Provide continued input and ideas to scale and improve internal processes and increase operational efficiency for the Product Experts Group organization
  • Using technical strategies, drive value and growth for customers by helping them achieve their mission and technical outcomes during Onboarding, Adoption and Growth.
  • Own a portfolio of customers and drive attainment of targets on churn prevention, retention and growth
  • Conduct customer data health checks across the customer base to identify risk related to data models and integration, then work with your team to create and execute "get well" plans
  • Establish strong cross functional partnerships, including Customer Success, Sales, Product Management, Engineering and Professional Services to represent customer driven priorities, improvements and enhancements that drive customer success.
  • Author architecture/component designs, implement code, and debug issues with our customers and broader CSE engineering teams
  • Act as a thought leader and Totango advocate in webinars, blog postings, and speaking events.What you'll bring to the role:
    • 5+ years of proven experience providing technical leadership in cloud technologies with organization-wide impact, showing applied technical competence and durable cross-organization technical collaboration
    • 4+ years experience hiring and developing a high performing and highly technical team in customer success, technical consulting, professional services ​​or related customer-facing organization
    • Experience with technical project management in an agile environment
    • Experience managing a portfolio of customers to drive product adoption, or responsible for delivering complex customer projects
    • Proven ability to manage competing priorities in a fast-paced environment
    • Agile, can-do attitude and great at dealing with ambiguity.
    • 3+ years experience with requirements gathering and data modeling
    • Diplomacy, tact, and poise when working through customer issues and escalations
    • Travel a couple of times per quarter, or more as the business requires
    • Bachelor's Degree or higher in a related technical fieldTechnical Requirements:
      • 5+ years of experience with SQL databases, with demonstrable ability to write complex queries
      • 5+ years experience with APIs and ELT
      • Pandas with Python, PHP a must
      • AWS IAM, S3, Lambada experience preferred
      • Expertise with CRM platforms such as: Salesforce.com, or Hubspot, custom development a plus
      • Expertise with Snowflake, Redshift or other Data Warehouses
      • Experience with Zendesk, Jira or other Support platforms
      • Enterprise application development or integration experience
      • Web Development, JavaScript, Ruby on Rails a plusAbout Totango:Totango is rewriting the rules for customer engagement and transforming the way businesses connect with their customers. As the fastest growing and most trusted Customer Success company in the world, Totango enables organizations of all sizes to unleash best-in-class data-driven customer engagements that deliver experiences users crave and outsized business results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health.We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open culture. If you know you're the right candidate, we would love to hear from you! #LI-RemotePowered by JazzHR5O1jAL5yRE

Keywords: Totango, Redwood City , Director, Customer Success Engineering, Executive , Redwood City, California

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