Customer Success Manager - East Region

Alation

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/03/2021
  • Website: alation.com
  • Company Address: , Redwood City, CA

About Alation

Alation, the data catalog company, is building a data-fluent world by changing the way people find, understand, trust, use, and reuse data. The first to bring a data catalog to market, Alation combines machine learning and human collaboration to bring confidence to data-driven decisions.

Job Description

Alation continues to hire for roles at various locations with all interviewing and on-boarding done virtually due to COVID-19 crisis. Everyone new to the Alation team, along with our current workforce, will temporarily work from home until it is safe to return to our offices.

Alation pioneered the data catalog market and today is leading its evolution into a platform for a broad range of data intelligence solutions including data search & discovery, data governance, and digital transformation. Nearly 200 enterprises drive data culture, improve decision making, and realize business outcomes with Alation. For more information, visit https://www.alation.com/

Alation is looking for a Customer Success Manager (CSM) to join our East Region team that enjoys working directly with customers to drive engagement and adoption. He/she will own the engagement, retention, and growth of your customers. We’re looking for someone excited to work with our enterprise customers to adopt and deeply leverage our product. The right candidate will have experience engaging with customers, building trusted relationships, developing engagement strategies. 

The CSM will own the relationship with multiple Alation customers, starting post-sale. The CSM will work collaboratively with the client to develop an engagement strategy and work proactively and independently to ensure all goals and milestones are achieved. The CSM will be responsible for understanding the voice of the customer and reverberating it throughout all of Alation.

Responsibilities:

  • Develop strategic deployment plans for your portfolio of customers
  • Own the engagement and adoption strategy at all stages of the customer life-cycle
  • Proactively manage the day to day account health of those customers, including monitoring usage, regular cadence calls, and Customer Business Reviews
  • Onboard new customers, community and support processes
  • Serve as a trusted advisor to customers by providing expert guidance and best practices to address their business goals, needs, and pain points
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Partner closely with sales to manage account strategy and ensure customer growth and retention
  • Be the voice of the customer as you partner with support, engineering, marketing, product, and sales to shape product development and deliver a best-in-class customer experience
  • Work with the field team to properly sell and position Professional Services Offerings

Requirements:

  • 5+ years experience in account management, Customer Success or SaaS sales
  • Customer success or account management experience in one of these markets: Big Data, Hadoop, databases, data analytics, business intelligence, application middleware, data management or distributed systems
  • Exceptional written and verbal communication with experience presenting ideas and information
  • Ability to build relationships and trust with those around you
  • Proactive and positive. A team player who is willing to jump in to a fast-paced startup and work to improve processes around you
  • Have the ability to go between collaborative, team-based work and independent, self-driven projects
  • Possess the desire to be a steward of information and knowledge. Have a consulting mindset and ability to understand client’s business goals
  • Ability to travel (post Covid-19) up to 35% across the region to visit customers

Must Have's:

  • Sales experience growing accounts 
  • Ability to mitigate risk
  • Absolutely needs to have experience as a customer success manager, NOT just sales or account manager
  • Possess a "customer satisfaction-focused" mindset
  • Regional location near NYC is nice to have, but not a requirement 
  • Proven experience retaining and expanding into customer accounts

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.