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Customer Success Manager - Remote
Company | Neo4j |
Address | Austin, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development |
Expires | 2023-08-10 |
Posted at | 10 months ago |
About Neo4j
- Identify revenue growth opportunities
- Effectively identify risk and mitigate churn
- Continually Improve customer experiences and outcomes
- “Know” our customers through consistent, deep engagement
- Align with customers on project timelines and milestones
- Lead outreach and nurture campaigns for assigned accounts, focusing on regular engagement and visibility into each project, and enabling customers to achieve maximum value from their investment in Neo4j
- Develop and maintain an intimate and updated understanding of the Neo4j product, features, roadmap, limitations, and best practices
- Identify and mitigate the risk of churn, working closely with Renewals and Sales teams
- Organize and lead new customer onboarding meetings and enablement, validating and identifying customer needs, skill levels, potential challenges, and key project timelines
- Develop, implement, and improve best practices and processes which can continually enhance Neo4j’s Customer Success Program
- Provide timely enablement and advice on the proper use of Neo4j and related products or platform elements, along with best practices for a smooth experience
- Establish, build, and maintain a positive, trusted advisor relationship at all decision levels within assigned accounts
- Act as primary post-sale point of contact for each assigned account, owning adoption and customer satisfaction for each Neo4j project within that account
- Consistently focus on where customers can get more value out of Neo4j, and where there are opportunities to drive increased usage, leading to upselling and expansion
- Ensure high customer satisfaction and reference-ability through customer advocacy programs
- Team up with a Customer Success Architect when deep technical understanding and accurate assessment of the project are needed
- Action survey feedback from customers, including NPS surveys, driving a close-loop internal process to iteratively improve customers’ experience and the Neo4j product
- High level of initiative, energy, and ability to work well in a team environment, while also being comfortable working independently
- Prior hands-on experience in a technical customer-facing role, preferably in Sales Engineering, Customer Support, or Professional Services, is a plus.
- Ability to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner
- Bachelor's Degree Required or Equivalent Experience
- Ability to efficiently manage multiple accounts and work with various points of contact within each account including technical owners/users, business sponsors, executive sponsors, etc.
- 3-5+ years of experience in a Customer Success Manager (or similar) role in an early- to mid-stage XaaS product company, preferably in the big data, database, or analytics space.
- A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills
- Demonstrated ability to understand business issues and processes and to articulate the business context of the Neo4j solution
- Strong customer-facing experience with exceptional relationship and trust-building skills
- Travel up to 25%
- Working knowledge of Customer Success platforms, especially Gainsight, a plus
- Experience with technologically complex accounts and/or Enterprise market customers
- Backed by world class investors like Google Ventures (GV), Neo4j has raised over $582M in funding and is currently valued at $2Bn. This puts them among the most well-funded database companies in history.
- Countless awards in the industry. Massive Enterprises and individual developers/ data scientists love Neo4j. Strong sense of community and ecosystem is built around the platform.
- 75% of Fortune 100 use Neo4j with more than 800 enterprise customers including Comcast, eBay, Adobe, Lyft, UBS, IBM, Volvo Cars and many more.
- Neo4j is one of the fastest scaling technology companies in this industry. Well over $100M ARR and still rapidly growing.
- Emil Eifrem (CEO) has built an amazing culture that prides itself on relationships, inclusiveness, innovation and customer success.
- Raised biggest round of funding in all of database history ($325M Series F).\
- A recent Forrester Total Economic Impact Study pegged Neo4j as delivering 417% ROI to customers.
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