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Form of work We are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical 'data people' across their organizations to create high-quality, governed, safe, and reusable data products. It's what made us a Leader in the Gartner Magic Quadrant for Data Quality Solutions, and what inspired Bain Capital Tech Opportunities to invest in our future growth.
Our vision is to be the leading AI-powered cloud data management company and to do that, we're making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:
Aim High
Customer Focused
ONE Team
Candid and Caring
Challenging Fun
We are open to a hybrid working setup. #LI-hybrid
As Director of Customer Success, you will be passionate about helping our customers to grow and derive value by successfully deploying, adopting and renewing Ataccama solutions. You will lead and continue to build a team of highly motivated Customer Success Managers in North America, while developing strategies to ensure our customers derive the maximum value from our Data Management Platform. You will play a crucial role in building and maintaining strong, long-lasting relationships with our valued customers, striving to understand their data management needs while collaborating closely with other Ataccama departments, including sales, marketing, and product development teams to represent understand customer needs and deliver the best possible value to them.
Your Challenge:
- Build and Lead the Customer Success team in North America to achieve success in accordance with Ataccama's goals, while also helping team members continuously grow
- Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention and manage the internal renewal forecast for the North American customer base
- Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers
- Act as our clients' trusted advisor, ensuring they receive the correct value, while promoting positive customer testimonials, case studies, and references
- Jointly define success with customers by understanding the business and/or IT problems they are trying to solve in order to best manage the adoption of the software and exceed their expectations
- Oversee the onboarding process(working with the sales and services teams) for new customers, ensuring a smooth and successful transition into our platform
- Collaborate cross-functionally with a global team across different time zones (Sales, Services, Pre Sales, Support, Product, Engineering) to track Customer Success KPIs, generate reports, and make data-driven decisions to improve customer satisfaction and retention
- Work closely with the Sales team to ensure customer renewals and identify opportunities for upselling additional services or features to existing customers
- Deliver QBR and Customer Success presentations, while creating and maintaining documentation, playbooks, and best practices for the Customer Success team
Is This You?
- 8+ years of experience in Customer Success, Pre Sales, Consulting, Professional Services, Technical Project Management or Technical Account Management, ideally in the PaaS / SaaS environment
- 2+ years of experience building and leading a CS team including managing renewals forecast
- You have the technical background and experience to become a true trusted advisor to customers in getting value out of our data quality/governance /MDM platform
- You are curious with a strong understanding of customer relationship management and retention strategies
- You have coordinated enterprise software onboarding, adoption, customer satisfaction, or churn mitigation strategies with Professional Services, Sales and Product teams
- Data-driven mindset with the ability to analyze and interpret customer data
- You have experience working with enterprise customers and managing complex customer relationships
Work equipment
- Company laptop
- Personal cell phone contribution
Perks & Benefits
- Medical Insurance (including vision & dental)
- Life Insurance
- Long-term disability insurance
- Employee Assistance Program (EAP)
- Long-Term Incentive Program
- "Bring Your Friend" referral program
- 5 sick days, 2 personal days for each calendar year in addition to your vacation days
- Flexible working hours & flexible working setup
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
While we highly value cooperation with all our business partners, we don't accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.
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