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Customer Success Manager 🔥


About Neo4j:   Neo4j is the leader in graph database technology.  As the world’s most widely deployed graph database, we help global brands – including Comcast [1]NASA [2]UBS [3] and Volvo [4] – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence [5]fraud detection [6]real-time recommendations [7] and knowledge graphs [8]. Find out more at neo4j.com [9].   Our Vision:    At Neo4j we have always strived to help the world make sense of data.     As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships between people, processes, locations and systems. We created, drive and are at the forefront of innovation in the Graph Database category; and we’re disrupting how organizations leverage their data to innovate and stay competitive.   Customer Success Managers (CSMs) are the primary post-sales point of contact for a licensed Neo4j customer. They are the customer advocate and internal liaison, and manage the overall relationship with assigned accounts, aligning regularly with Sales, Renewals, Marketing, Product and Services to meet the needs of their customers, consistent with the “Customer Success Mission” below. CSMs ensure risks are known well in advance, and proper remedial action is taken. They partner with a Customer Success Architect (CSA) for maintaining a deep technical foothold in each project, and for addressing advanced technical questions, concerns, objections, or other needs that may arise. They are ultimately responsible for ensuring that the customer and Neo4j each derive maximum value from the relationship.   Customer Success Mission: “Know” our customers through consistent, deep engagement. Continually Improve customer experiences and outcomes. Effectively identify risk and mitigate churnIdentify revenue growth opportunities





Responsibilities:
  • Act as primary post-sale point of contact for each assigned account, owning adoption and customer satisfaction for each Neo4j project within that account
  • Establish, build and maintain a positive, trusted advisor relationship at all decision levels within assigned accounts
  • Organize and lead new customer and project onboarding meetings, and executive briefings, validating and identifying customer needs, potential challenges, and key project timelines. 
  • Team up with a Customer Success Architect to ensure Customer Success has a deep technical understanding and accurate assessment of each project
  • Lead outreach and nurture campaigns for assigned accounts, focusing on regular engagement and visibility into each project, and enabling customers to achieve maximum value from their investment in Neo4j
  • Identify opportunities where additional Neo4j products and/or services would be appropriate within a customer’s existing project or new projectIdentify and mitigate the risk of churn, working closely with Renewals and Sales teams
  • Ensure high customer satisfaction and reference-ability
  • Develop, implement and improve best practices and processes which can continually enhance Neo4j’s Customer Success Program





Requirements:
  • 5+ years of experience in a Customer Success, Account Management, or similar role.
  • Experience in an early- to mid-stage software company a plus.
  • Experience with technologically complex accounts and/or Enterprise market customers
  • Strong customer-facing experience with exceptional relationship and trust-building skills
  • Ability to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple succinct manner
  • Demonstrated ability to understand business issues and processes and to articulate the business context of the Neo4j solution
  • Ability to efficiently manage multiple top accounts and work with various points of contact within each account including technical owners/users, business sponsors, executive sponsors, etc.
  • A strategic, innovative thinker, with excellent interpersonal communications, written communication and presentation skills
  • High level of initiative, energy, and ability to work well in a team environment, while also being comfortable working independently
  • Bachelor's Degree Required or Equivalent Experience
  • Working knowledge of Customer Success platforms, especially Gainsight, a plus
  • Travel up to 30% (when safe)
 





Country
  • US
Why Join Neo4j?   We are one of the fastest growing startups in enterprise software in Silicon Valley, and this is an opportunity to lead and develop high-value strategic technology partnering relationships.   For full-time employees we offer competitive salary, employer-paid benefits, generous paid family leave plans, catered lunches, a fully stocked kitchen, weekly activities, company off-sites, happy hours and the list goes on!   Neo4j is a proud equal opportunity employer that fully supports a global mindset and workforce diversity. You will love your co-workers!   Neo4j is a privately held company funded by Fidelity Growth Partners Europe, Sunstone Capital and Conor Venture Partners, Creandum, and is headquartered in San Mateo, CA, with offices in Sweden, UK, and Germany. For more information, please visit www.neo4j.com [10].   Our Roots and Culture:   Neo4j is a Silicon Valley company with a Swedish soul. We aim to hire smart, funny, creative and humble people who possess a lot of heart and drive. We value relationships (just like a graph!) and place trust in our colleagues to meet each day with focus and integrity.    We foster collaboration and intellectually honest discussions for consensus decision making. Every Neo4j employee is empowered to contribute and put one's own innovative stamp on projects.    Most of all, we are fanatical about graphs and creating an experience our users love.   Intrigued by this role? We encourage you to apply even if you don't 100% fit the qualifications above.    Neo4j is committed to protecting and respecting your privacy. Please read the Privacy Notice Regarding Neo4j's Recruitment Process [11] to understand how the personal data that you provide will be handled.

  1. https://neo4j.com/case-studies/comcast/?ref=pr-
  2. https://neo4j.com/users/nasa/?ref=pr-
  3. https://neo4j.com/case-studies/ubs-case-study/?ref=pr-
  4. https://www.slideshare.net/neo4j/volvo-cars-build-a-car-with-graphs
  5. https://neo4j.com/use-cases/graph-data-science-artificial-intelligence/?ref=pr-
  6. https://neo4j.com/use-cases/fraud-detection/?ref=pr-
  7. https://neo4j.com/use-cases/real-time-recommendation-engine/?ref=pr-
  8. https://neo4j.com/use-cases/knowledge-graph/?ref=pr-
  9. http://neo4j.com/
  10. http://www.neo4j.com
  11. https://neo4j.com/privacy-policy/recruitment-process/

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