WHY YOU SHOULD JOIN US:
Interana is changing the data analytics industry through our platform that allows infinite, sophisticated and layered questions to be asked of all of the customer data. We bring an easy-to-use platform to the entire organization, instead of requiring trained data analysts to produce a limited set of static reports to make data-driven decisions. Our unique approach was originated by Facebook engineers who found that the best commercial tools were not powerful enough to support real-time exploration of billions of daily user actions and interactions. With Interana, the entire organization can stop guessing and start knowing how and why customers are acting, interacting and transacting with their products and services, in real time and throughout all time.
WHAT YOU'LL BE DOING:
As a Customer Success Manager at Interana, you are the primary point of contact for your portfolio of customers, such as Bleacher Report, SurveyMonkey, Headspace. You will work with customers to maximize the business value and make them successful with the Interana platform. You will own the post-implementation customer journey, from on-boarding users, to helping them answer complex questions about their business using the Interana platform, to providing upstream recommendations on their data infrastructure. You will be the voice of the customer and collaborate cross-functionally to communicate customer feedback and enhancement requests.
Own and manage post-implementation customer activities and serve as the trusted advisor and business partner to customers.
Develop strong relationships with key stakeholders and executive sponsors and ensure we add value by providing solutions that align with customers' overall business objectives.
Drive product adoption and engagement, maintain account health, and reduce churn across accounts.
Deliver effective on-boarding for end users and provide best practices and recommendations across different aspects of data analytics, e.g. instrumentation, infrastructure, analyses, etc.
Identify, plan and execute projects to help customers realize the full business value of the platform.
Serve as point of escalation for customer issues from Support Engineering.
Work closely with internal account teams to identify risks and growth opportunities and perform periodic business reviews.
Advocate customer needs and provide feedback internally to inform product vision and roadmap.
3+ years of experience in Customer Success, Technical Account Management or other post-sale client-facing roles in a SaaS organization
Experience with data analytics to provide business insight and experience with databases, SQL, and Linux
Technical aptitude to understand, learn, and perform hands-on analytical and technical tasks with all layers of Interana product
Strong written and verbal communication skills
Ability to prioritize and problem-solve in a fast-paced environment and collaborate cross-functionally to deliver the maximum value to customers.
Excellent project management and organizational skills
Passion for working with customers and delivering product solutions
Availability to travel up to 25%
Knowledge of cloud architecture and deployments
Consulting experience in the software industry