Job Description
Company Overview At CelerData, the creator of the StarRocks project, we strive to build the world's best data platform. We have come a long way, but we still have many ambitious goals in front of us.
If you enjoy a fast paced startup environment, embrace the opportunity to be part of a great journey, and would like to have some fun on the way, we'd love to speak with you!
Key Responsibilities: - Develop and maintain long-term, strategic relationships with assigned customers, acting as their primary point of contact post-sale to understand their business goals and align CelerData's software to deliver measurable outcomes.
- Lead customer onboarding processes, including support account setup, onboard meeting scheduling, deployment guidance, training sessions, and best practices ensuring quick time-to-value and smooth adoption.
- Track, monitor, and report customer KPIs such as usage patterns, performance data, support tickets, JIRA issues, etc., to proactively identify risks, and implement success plans to mitigate churn and improve/expand product adoption.
- Leverage technical resources to provide ongoing technical and strategic guidance on the adoption of CelerData products.
- Collaborate with cross-functional teams, including Sales, Solutions Architects, Support Engineers, and Product/Engineering, to resolve issues, escalate complex challenges, and incorporate customer feedback into product enhancements.
- Support Sales to drive renewals and expansions by demonstrating ROI through performance benchmarks and case studies.
- Create and deliver customer success resources, such as customized playbooks, customer-specific webinars, customer profiles, and periodic business reviews, to empower customers and foster community engagement within the StarRocks ecosystem.
Qualifications and Requirements: - 5+ years of experience in customer success, account management, project management, or a similar customer-facing role in SaaS or enterprise software, preferably within data analytics, databases, or cloud technology sectors.
- Proven track record of driving customer retention, expansion, and satisfaction, with experience meeting or exceeding renewal and upsell targets.
- Strong technical aptitude with knowledge of analytical databases (e.g., StarRocks, ClickHouse, Snowflake), SQL, OLAP systems, distributed computing, and cloud platforms; ability to discuss concepts like real-time data ingestion, query optimization, and data lakehouse architectures.
- Excellent communication and relationship-building skills, with the ability to engage executive-level stakeholders, present technical concepts clearly, and negotiate effectively.
- Experience collaborating with technical teams (e.g., support and engineering) to resolve customer issues and influence product roadmaps based on feedback.
- Familiarity with CRM tools (e.g., Hubspot), customer health monitoring platforms, and analytics tools for tracking usage and ROI.
- Bachelor's degree; advanced certifications in data analytics or cloud technologies are a plus.
- Self-starter with a customer-obsessed mindset, strong problem-solving abilities, and willingness to travel (up to 20%) for customer meetings when needed.
- Bonus: Experience in open-source communities or with products like StarRocks, and a passion for helping customers achieve real-time insights from massive datasets.
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