Syncsort Incorporated

  • Technical Account Manager

    Job Locations US-Remote US
    Job ID
    2018-1017
    Category
    Product Management
    Type
    Regular Full-Time
  • Overview

    Are you deeply knowledgeable on data quality, an excellent communicator, highly driven and excited to work in a fast-paced environment? If so, Syncsort’s Trillium Customer Success Manager position may be for you!

    The goal of the Trillium customer success manager is to stay closely engaged with strategic customers and multiple internal teams to drive customer success, ensuring retention as well as exploring opportunities for expansion. It is key to have deep technical knowledge of the data quality domain space and the Trillium products, as well as to exhibit a self-motivated and proactive attitude, so as to be able to liaison effectively on topics that span product issues, roadmap, customer projects, etc.

    Responsibilities

    • Partner with designated customer accounts, staying proactively involved and regularly communicating to understand their use cases, issues, requests, upgrade plans, roadmap, and strategy, to ultimately ensure success with our software.
    • Onboard assigned customers, ensuring attainment of the initial use case(s) for which they purchased product. Review open support cases and defects using internal systems, work with Support and Engineering teams, and work with the customer to understand priorities.
    • Lead data quality technology architectural design sessions with clients, providing advice on architecting a solution with Trillium product suite.
    • Work with designated customers to drive retention, getting visibility into and alleviating high risk situations.
    • Land and expand opportunities - drive expansion of product as well as potential adoption of other growth Syncsort products by exploring and understanding customer use cases.
    • Understand and learn the customer’s environment and product use, and gain visibility into reasons inhibiting product use, communicating this information back to product management and development teams.
    • Be able to demo new product features, as part of bi-annual or quarterly updates for customers.
    • Engage customers on development of new features, working with them as design partners via coordination with customers, PM, and Engineering.  
    • Communicate with customers on product and company direction to find future synergies.
    • Guide clients in implementation and integration of products into client environments, including: software installation; processing of data; reviewing data results with the clients; and creation and validation of business rules and production scripts.
    • Collaborate with multiple internal teams, and coordinate situations such as the delivery of a patch/build, prioritization of defects/enhancements, and escalation of support tickets.
    • Guide customers on building a center of excellence with recommendations on use of services, support communication, best practices etc.

    Qualifications

    • Deep technical knowledge of data quality domain space to be able to navigate through support cases, services engagements, and product issues.
    • Exceptional written/oral communication skills and ability to drive product demos.
    • Knowledge of Trillium product suite.
    • Excellent organizational skills.
    • Prior experience (10+ years) in customer support or professional services, or prior experience in customer success.
    • Ability to build relationships with key players at strategic customer accounts.
    • A minimum of a post-secondary degree in Engineering, Computer Science, or a related field.

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