Prophecy is setting up its Customer Success function. As an Enterprise Customer Success Manager, you will serve as the trusted technology advisors for our customers
At Prophecy, we work with some of the largest enterprises and solve their complex Data Engineering problems. Customer Success Manager will build relationships with our largest and strategic customers and help them be successful in making every Data user productive on Apache Spark.This includes planning and executing on enterprise/ team rollouts, navigating stakeholders and executives, defining and sharing best practices, quantifying and articulating value, nurturing opportunities for expansion, and collaborating across product, engineering, sales, and marketing.
The goal is to help our customers to become successful and enthusiastic Prophecy champions.
The impact you will have:
- You will manage the customer lifecycle for an assigned number of accounts. You will need to build relationships with them and engage by presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls.
- Learn and become a Prophecy expert! Customers will look to you for advice and expertise.
- Strategize and identify new use cases to grow accounts. Find areas where Prophecy can provide the most value to increase renewals.
- Write a playbook - We don’t know everything!
- Engage with the product team to guide customer requests and engineering teams to resolve any outstanding issues
- Collaborate with Sales/ Account Management to Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts.
- Develop champions and produce customer references for the marketing team.
Requirements
- 3+ years of experience in Customer Success serving enterprise or consulting for large enterprise clients (e.g. Bain, BCG, McKinsey, etc.). Delivering success for data products is a strong plus.
- Demonstrated track record in an early stage company. Stakeholder management skills to orchestrate large-scale/ phased rollouts and manage through enterprise political dynamics. Experience at a SaaS company or with cloud architectures
- Ability to prioritize amongst complex and competing objectives.
- Some travel may be involved
Benefits
- We provide Platinum (Blue Shield 90 PPO) healthcare for you and your family that is paid 100% by Prophecy
- There is flexible time off
- Our office is comfortable, with easy parking and everyone gets a standing desk
- California Avenue in Palo Alto is walkable from the office and provides excellent lunch options
- Equinox gym is walkable from the office and your membership is paid by us
In addition, you can expect:
- A fun and amazing set of colleagues to work with
- An environment that will get you excited to come to work every morning and allows you to grow
- A highly intelligent set of teammates that will inspire you every day with their work, integrity and passion
- A product that is truly the best-in-class
- A culture that fosters good mentoring and a positive spirit