Technical Account Manager, Customer Success

Job description:

Job Description

Denodo is looking for a technical, passionate, customer-oriented and hands-on data advocate to join our Customer Success team. You  will work hand-in-hand with our customers as the technical focal point. It will be on your shoulders to ensure customers are satisfied  and confident in leveraging the Denodo Platform as a key component in their ecosystem.

In this role you will combine tech savviness with relationship management and problem-solving skills. Your mission: enable customers  to realize the full potential of their Denodo deployment, removing roadblocks, exploiting platform capabilities, and making things go.

Collaborate closely with Customer Success Manager (CSM), Sales and Customer Services as the TAM has the lead role  in implementing the Customer Success Plans (CSP) developed by the CSM. The CSP defines the business outcome, use cases and  milestones of the Customer to get a specific use case(s) into production. The output is a Use Case document that describes the  Business Problem solved, the Solution Architecture and the Results achieved. The TAM and CSM have responsibility for coordinating  the creation and delivery of this document.

Job Responsibilities & Duties

Technical Engagement:

• Communicate common practices with regards to Denodo usage and implementation.
• Conduct cadence calls to review open issues and escalations with the customer operational team.
• Provide input into account health assessment on technical progress.
• Act as point of contact between customer and Denodo technical teams.
• Coordinate with other teams to achieve account growth, service utilization, and use cases.
• Ensure customers' deployment is documented and understood.

Platform Adoption:

• Identity pain points and training required around product usage.
• Have regular communication and updates on Denodo capabilities.
• Provide product and feature guidance.
• Recommend advisory sessions, entitled/on-demand training.

Customer Engagement:

• Provide point of contact for escalations related to the product.
• Coordinate the management and resolution of support tickets, with both customers and Denodo teams.
• Review enhancement requests with Product Management / Development.
• Ensure successful product feature adoption.
• Encourage and enable platform upgrades and migrations.

Reporting & KPI's

• Implement and help customer maintain Dashboards to report on Product Adoption and Deployment details
• Maintain Customer relationship map in Salesforce
• Maintain and report on Customer Services Utilization and Training accomplishments
• Goal is to get Customer to consume all Services available to them
• Get all the Customer staff to take all the relevant training classes

Information Security Responsibilities:

• Knows and understands the Security Policy and procedures that apply to their work.
• Ensures that their actions do not result in any security breaches.
• Informs the owner of the asset of any security incident, real or suspected, that it detects.
• Is aware of and committed to the Acceptable Use Policy

Desired Skills & Experience

• University Degree in information systems or computer science or a related field (Bachelor or Masters), or equivalent  experience in a similar role.
• 5+ years of demonstrated experience in a Technical Account Manager or a similar role, preferably in the data management  or analytics software industry.
• Excellent verbal and written communication skills to be able to interact with technical and business counterparts.
• Good technical knowledge about different areas in a data management ecosystem.
• Nice to have experience in leveraging Employee Advocacy and Social Media to network with industry peers, share thought leadership content, and enhance brand visibility to support sales engagement and relationship building.