Head of Customer Success

Company: TigerGraph
Location: Redwood City
Posted on: February 20, 2021

Job Description:

TigerGraph is a platform for advanced analytics and machine learning on connected data. TigerGraph's core technology is the only scalable graph database for the enterprise. Its proven technology supports fraud detection, customer 360, MDM, IoT, AI, and machine learning.-- Fortune 500 organizations and the most innovative mid-size and startup companies choose TigerGraph to accelerate their analytics, AI, and machine learning:

• Seven out of the top ten global banks use TigerGraph for real-time fraud detection.--
• Over 50 million patients receive care path recommendations to assist them on their wellness journey.--
• 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph.--
• TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people.-- TigerGraph is leading the graph industry with its modern, graph database, analytics and ML platform and with its expansion is looking for someone to build and develop its new Customer Success team. As the Head of Customer Success, you'll act as the thought leader both internally and externally for the customer success function. You will have the opportunity to build and lead a passionate team devoted to supporting TigerGraph customers, and ensuring their successful deployment, use, and growth of the product. You will define and implement a strategy to improve customer experience, function as the primary post-sales contact for customers to support and facilitate their journey from deployment to onboarding, adoption, community growth and renewals. What you'll do
  • Ensure the highest quality customer experience possible and operate as a cross-functional leader across the organization- by teaming up with Sales, Customer Engineering, Product Engineering, and Marketing.
  • Map customer journeys according to business goals throughout the onboarding and deployment process.
  • Align company milestones to customer-side life-cycle events.
  • Design, plan and implement the customer onboarding and training process.
  • Conduct Executive Business Reviews (EBRs) with key customer stakeholders.
  • Distribute relevant content and communicate with customers and users at scale.
  • Design, plan and implement retention/expansion playbooks ahead of renewal dates.
  • Design, plan and implement the tracking of customer health using quantitative and/or qualitative signals.
  • In the first 3 months... you'll have ramped on our key processes and programs, completed our training boot camp, and have started the recruiting process to build your team.
  • Within 6 months... you'll have hired your core team members and will have made significant progress guiding your team through quarterly and monthly goals and initiatives.
  • Within 12 months... your team will be firing on all cylinders and will be well on the way to achieving and exceeding your goals for expansion and customer satisfaction. Requirements
    • 5+ years of experience in leading customer facing organizations in fast growing SaaS organizations.
    • Ability to interact with C-Level executives of Fortune 1000 companies and manage their expectations and relationships.
    • Ability to manage influence through persuasion, negotiation, and consensus building.
    • Strong empathy for customers and passion for revenue and growth.
    • Demonstrated hands-on strong technical experience in systems and application architecture, software development, databases, performance tuning, etc.
    • Posses an analytical mindset and data driven approach to problem solving with experience in delivering customer focused KPIs and measurable improvements, interpreting data analytics to derive insight and drive customer value.
    • Demonstrated desire for continuous learning and improvement.
    • Enthusiastic and creative leader with the ability to inspire others.
    • Excellent communication and presentation skills. Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
      

Keywords: TigerGraph, Redwood City , Head of Customer Success, Other , Redwood City, California