Apr 1
Top Secret/SCI
Mid Level Career (5+ yrs experience)
$250,000
No Traveling
Full Scope Polygraph
IT - Database
Job Overview:
A Senior Federal Customer Success Manager - a well-rounded expert in database best practices and a trusted technical advisor and advocate for our valued commercial customers. Your primary objective is to ensure the technical success of your customers’ projects. At the same time, your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer experiences back into database to improve all customers’ experiences. Candidates should be comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include:
Responsibilities:
• Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts
• Serve as a technical champion within our database for the successful execution of our customers’ enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production
• Advocate for the customer within our database with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
• Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout our database, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
• Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers.
• Act as a key escalation point to help defuse critical issues
• Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• Deliver custom onboarding training/boot camps for assigned accounts as required
• Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts
• Provide regular status reports on technical health of the project to internal stakeholders
• Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues
• Educate and promote best practices for leveraging our Customer Support based on assigned customer’s unique experiences and challenges
• Stay current on our portfolio of products, features, solutions, integrations and overall offerings
• Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction
• Assume ultimate accountability for the technical success of portfolio customers
Essential prerequisites:
• Active TS/SCI w/ FS Poly
• Living and working in the Washington DC, MD or VA area
• Working from home with ability to travel on-site to customer locations
Qualifications
• Establish and constantly build upon a solid technical understanding of our database and how our customers build, deploy and manage applications using our graph platform.
• Collaborate effectively within Customer Success, Field Engineering, Sales, Product Engineering, and other teams to understand and resolve customer issues completely and expediently.
• Constantly work to streamline and improve processes, tools, product offerings, and the overall customer experience.
• Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike.
• Effectively communicate with all levels of customer contacts including CTOs, management, developers and operations teams.
• Provide valuable guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Passion for solving Customer problems.
• Take responsibility and ownership with Customer problems.
Technical Skills
• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Troubleshoot performance issues in JVM based software.
• Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases.
• Embrace our solutions as a part of the customer’s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC.
• Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Java API questions (Java experience preferred).
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
• Background in database technologies (SQL, noSQL or competing graph database technologies.
• Docker and Kubernetes, distributed technologies and clustering
A Senior Federal Customer Success Manager - a well-rounded expert in database best practices and a trusted technical advisor and advocate for our valued commercial customers. Your primary objective is to ensure the technical success of your customers’ projects. At the same time, your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer experiences back into database to improve all customers’ experiences. Candidates should be comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include:
Responsibilities:
• Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts
• Serve as a technical champion within our database for the successful execution of our customers’ enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production
• Advocate for the customer within our database with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
• Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout our database, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
• Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers.
• Act as a key escalation point to help defuse critical issues
• Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• Deliver custom onboarding training/boot camps for assigned accounts as required
• Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts
• Provide regular status reports on technical health of the project to internal stakeholders
• Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues
• Educate and promote best practices for leveraging our Customer Support based on assigned customer’s unique experiences and challenges
• Stay current on our portfolio of products, features, solutions, integrations and overall offerings
• Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction
• Assume ultimate accountability for the technical success of portfolio customers
Essential prerequisites:
• Active TS/SCI w/ FS Poly
• Living and working in the Washington DC, MD or VA area
• Working from home with ability to travel on-site to customer locations
Qualifications
• Establish and constantly build upon a solid technical understanding of our database and how our customers build, deploy and manage applications using our graph platform.
• Collaborate effectively within Customer Success, Field Engineering, Sales, Product Engineering, and other teams to understand and resolve customer issues completely and expediently.
• Constantly work to streamline and improve processes, tools, product offerings, and the overall customer experience.
• Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike.
• Effectively communicate with all levels of customer contacts including CTOs, management, developers and operations teams.
• Provide valuable guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Passion for solving Customer problems.
• Take responsibility and ownership with Customer problems.
Technical Skills
• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Troubleshoot performance issues in JVM based software.
• Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases.
• Embrace our solutions as a part of the customer’s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC.
• Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Java API questions (Java experience preferred).
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
• Background in database technologies (SQL, noSQL or competing graph database technologies.
• Docker and Kubernetes, distributed technologies and clustering
group id: 10295373
