Customer Success Director - Central Europe

☞ Dataiku

見る: 132

更新日: 07-10-2024

場所: Munich Bavaria

カテゴリー: コンサルティング/カスタマーサービス 金融/銀行/株

業界:

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仕事内容

Headquartered in New York City, Dataiku was founded in Paris in 2013 and achieved unicorn status in 2019. Now, more than 800 employees work across the globe in our offices and remotely. Backed by a renowned set of investors and partners including CapitalG, Tiger Global, and ICONIQ Growth, we’ve set out to build the future of AI.

Drive Dataiku’ growth as a Leader of our Customer Success team

The Customer Success Director is responsible for serving as a "player-coach" for Customer Success Managers serving a portfolio of enterprise accounts. This position proactively works with a broad set of customer and internal stakeholders to illustrate the value delivered through Dataiku’s software & services. In addition to Leadership responsibilities, this individual manages a small number of Enterprise accounts. This individual’s performance is based on specific metrics associated with customer product adoption, expansion & retention.

Key Responsibilities :

    • Gain detailed understanding of client’s use cases and desired business outcomes.
    • Lead Customer Success Managers to implement customer engagement strategies including product workshops, value scorecards, Executive Business Reviews & joint success plans.
    • Leverage customer usage data & other predictive analytics to proactively manage customer health.
    • Consistently enhance “success playbooks” for CSMs in order to drive adoption, expansion & retention.
    • Develop relationships with key customer contacts.
    • Partner with Dataiku’s Professional Services & Customer Support teams to ensure successful deployment and engagement with Dataiku Data Science Studio (DSS).
    • Coordinate with Dataiku Sales Leaders & Account Executives to increase revenue from existing customers.
    • Proactively assign CSMs to pending new business opportunities.
    • Collaborate with Marketing to grow library of customer testimonials.
    • Maintain continuous feedback loop with Product team to drive innovation and increased value for customers.
    • Serve as escalation point for customer concerns as needed.
    • Consistently report on results.
    • Stay current on Dataiku’s products, competitive landscape & trends in Enterprise AI.
    • Embrace & innovate on Customer Success team methodologies.

Core Skills & Talents :

    • Unending drive to develop high performing teams.
    • Ability to gain achievement across diverse set of team members.
    • Passion for serving large organizations, data science and enterprise AI.
    • Strong verbal/written communication & presentation skills; extraordinary listening skills.
    • Comfort establishing credibility with key customer decision makers & influencers.
    • Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT.
    • Strong problem solving & analytical skills; formulate solutions that deliver real business value and drive team performance.
    • Ability to recognize & maximize new business opportunities.
    • Well organized; handle multiple accounts & assignments simultaneously.
    • A commitment to exceed goals that is internal, constant & self-imposed.

Qualifications :

    • At least 5-7 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science
    • At least 1-3 years leading teams
    • Project or program experience
    • Track record of increasing software adoption and/or customer satisfaction.
    • Validated results in prior roles
    • Working knowledge of databases and big data technologies such as Hadoop and Spark preferred. B.S. or B.A. in business management, finance, economics, data science or similar study. MBA, Masters in Computer Science or similar degree preferred
    • Ability to travel up to 30% of the time

Expected Outcomes :

    • High net retention and low customer churn
    • High employee engagement scores for team of Customer Success Managers
    • Increased team efficiency measured by ARR under management per CSM
    • High product adoption levels across customer portfolio
    • Verifiable customer proof points, references and case studies across customer portfolio
    • High NPS & Customer Satisfaction scores
About Dataiku:

Dataiku is the platform for Everyday AI, systemizing the use of data for exceptional business results. By making the use of data and AI an everyday behavior, Dataiku unlocks the creativity within individual employees to power collective success at companies of all sizes and across all industries. Don’t get us wrong: we are a tech company building software. Our culture is even pretty geeky! But our driving force is and will always remain people, starting with ours. We consider our employees to be our most precious asset, and we are committed to ensuring that each of them gets the most rewarding, enjoyable, and memorable work experience with us. Fly over to Instagram to learn more about our #dataikulife.

Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment.
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締切: 21-11-2024

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