Customer Success Project Manager

Kinetica

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/25/2021
  • Website: kinetica.com
  • Company Address: 101 California Street Suite 4560, San Francisco, CA, 94111

About Kinetica

Kinetica
World's fasted GPU-accelerated database.

Job Description

Company Description

Kinetica helps many of the world’s largest companies solve some of the world’s most complex problems, including Citibank, GSK, OVO, Softbank, and Telkomsel, among others. The Kinetica Streaming Data Warehouse combines historical and streaming data analysis with powerful location intelligence and AI in a single platform, all easily accessible via API and SQL, for instant results. Organizations across automotive, energy, telecommunications, retail, healthcare, financial services, and beyond can load and analyze their entire collection of data simultaneously, delivering instant insight. Kinetica has a rich partner ecosystem, including Dell, HP, IBM, NVIDIA, and Oracle, and is privately held, backed by leading global venture capital firms Canvas Ventures, Citi Ventures, GreatPoint Ventures, and Meritech Capital Partners.

For more information and to try Kinetica, visit kinetica.com or follow us on LinkedIn and Twitter.

Job Description

The Customer Success Project Management Office (PMO) is a key component for establishing and maintaining processes in the Customer Success organization to enable achievement of key customer and partner outcomes.

Cloud Customer Success

  • Maintains and manages the Customer Success program for Cloud product including defining and monitoring usage metrics thresholds and associated customer success interactions.  
  • Works with experts within the department and in other departments for feedback in optimizing customer success interaction programs as part of a continuous improvement process.
  • Manages and optimizes Customer Dashboards for Customer usage.
  • Work with the product team on Customer feedback including managing the Customer NPS and other surveying contributing to customer health scores.

PMO

  • Provides PMO support to larger PS projects. 
  • Assists in Proposal and SOW development.
  • Partners with PS, CS, and Training teams to define, develop, and role out productized and packaged PS, CS, and enablement offerings.
  • Engagement Management and Administration – May vary from situation to situation. Could range from higher-level meetings, closing of engagement, key customer meetings, etc. to a more total engagement administration and management role

Partner Enablement and Certification

  • Oversee the partner enablement program
  • Develop and oversee Certification programs in partnership with the Training team.

Qualifications

  • 4+ years of relevant work experience in a customer-facing customer success, customer support, sales engineering, or strategic consulting organization
  • 2+ years of experience with Cloud, Cloud Platforms such as Azure, AWS, or Google Cloud.  Big Data, Geospatial, Machine Learning/AI, analytics, and/or Database
  • BS or MS degree (Computer Science/Engineering or equivalent)
  • Experience packaging PS/workshop services
  • Can write a good proposal and SOW
  • Experience with a proactive metrics based Customer Success function for a platform based SaaS or Paas offering
  • Project Management of multiple projects concurrently
  • Effective communicator, and comfortable giving an executive presentation, or running a workflow whiteboarding session. You must be comfortable diving into the details, but know when to keep it brief.
  • Experience coordinating internal resources for issue and incident resolution together with owning and managing any relevant customer communications
  • Strong independent individual contributor who drives results
  • Enjoys working closely with customers to ensure complete satisfaction
  • High-energy self-starter with a passion for data, attention to detail, and ability to work in a fast-paced environment with limited direction
  • Experience with tools such as CRM (e.g. Salesforce), Success tools (e.g. Totango, Gainsight), communications tools (e.g. Yesware, Toutapp), and Support tools (e.g. ZenDesk, Service Cloud)

Bonus:

  • Java or Python, Linux, and SQL skills.
  • Prior experience with Engineering, Sales Engineering, Professional Service/Consulting
  • Familiarity with AI/ML

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Kinetica - San Francisco, CA, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.