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Enterprise Customer Success Manager - Insurance & Financial Industries

Company: Dataiku
Location: London
Posted on: April 10, 2021

Job Description:

Enterprise Customer Success Manager - Insurance & Financial Industries Dataiku allows enterprises to create value with their data in a human-centered way while breaking down silos and encouraging collaboration. One of the most unique characteristics of our product, Data Science Studio (DSS), is the breadth of its scope and the fact that it caters both to technical and non-technical users. Through DSS, we aim to empower people through data and democratize data science. The Dataiku Enterprise Customer Success Manager is responsible for serving a portfolio of SMBs accounts and be asked to support senior ECSMs on enterprise accounts. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku's software & services. The Enterprise Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention. This role will be based in London. In this role, you'll help the team:

  • Actively serve a portfolio of accounts from the Insurance and Financial Services industries, ranging from SMB to supporting senior ECSMs on large enterprise accounts, mostly based in the UK & NE.
  • Gain an understanding of your clients' desired business outcomes and objectives. Align with customers on a Joint Success Plan, mapping their goals to concrete actions and establish success metrics to track progress.
  • Proactively engage with customers and propose ways to support their journey with DSS and to maximize the value their get out of the platform
  • Provide guidance to customer organizations on how to leverage DSS to implement data science projects from design to production
  • Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
  • Collaborate with Dataiku's Sales team to expand customer relationships & ensure renewals
  • Partner with Dataiku Implementation Managers to ensure successful initial rollout and deployment of DSS
  • Collaborate effectively with Dataiku Data Scientists and Data Ops/architects to enable your customers and solve their technical challenges
  • Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources
  • Collaborate with Marketing to grow library of customer testimonials
  • Inform customers of Dataiku's Product roadmap & provide continuous customer feedback to Dataiku's Product team
  • Stay current on Dataiku's products, competitive landscape & data science trends
  • Embrace & contribute to Customer Success team methodologies You might be a good fit for the role if you have:
    • B.S. or B.A. in business management, finance, economics, data science or similar study. MBA, Masters in Computer Science or similar degree preferred.
    • Awareness of the big data technology ecosystem (Hadoop, Spark, Kubernetes, Cloud technologies---) and eagerness to learn more
    • Knowledge of data science use cases and methodologies
    • 2-4 years work experience including account management, customer success, consulting experience, preferably within enterprise software or data science
    • 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 valueAbility to recognize & maximize new business opportunities
    • Good organizations skills; handle multiple accounts & assignments simultaneously
    • A commitment to exceed goals that is internal, constant & self-imposed
    • This is a hybrid role where both business acumen and technical curiosity are sought after.
    • Willingness to learn and collaborate with other team members Here are some metrics associated to the role:
      • Increased depth & breadth of product adoption across customer accounts
      • Identification of additional revenue opportunities for Dataiku Sales team
      • High revenue retention with limited churn & downsells
      • Verifiable customer proof points, references and case studies across customer portfolio
      • High NPS & Customer Satisfaction scores
      • Opportunity to join Dataiku early on and help scale the company
      • Competitive compensation package, equity and health benefits
      • Regular trips to Paris and customers' offices (depending on COVID policy)--
      • Opportunity to work with a smart, passionate and driven team To fulfill its mission, Dataiku is growing fast! In 2019, we achieved unicorn status, went from 200 to 400 people and opened new offices across the globe. Spanning from Sydney to Frankfurt, Denver to London, geography doesn't stop Dataikers from working closely together and sharing experiences. Collaboration is key within our product and culture. We strive to create a sense of belonging and community while fostering diverse thinking by encouraging cross-team, cross-office interactions like our annual company offsite or Paris onboarding. Fly over to Twitter , LinkedIn , and Instagram to read stories about our culture, people, and success.-- 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.

Keywords: Dataiku, Fort Smith , Enterprise Customer Success Manager - Insurance & Financial Industries, Executive , London, Arkansas

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