Customer Success Architect - Renewals (Remote)

United States

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Neo4j
Connect data as it's stored with Neo4j. Perform powerful, complex queries at scale and speed with our graph data platform.
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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, NASA, UBS and Volvo – 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, fraud detection, real-time recommendations and knowledge graphs.
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. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.
A Customer Success Architect (CSA) at Neo4j is a well-rounded expert in Neo4j best practices and a trusted technical advisor and advocate for Neo4j’s valued commercial customers. As a CSA-R, however, you’ll employ your proven relationship and communication skills just as much as your technical skills, working with the Neo4j Renewals Team on a daily basis to tackle at-risk accounts, intervene to de-risk renewals, get customers back on track, and secure their business success and renewal. You’ll be challenged with a constant variety of accounts and scenarios.

You Will

  • Creatively and successfully engage non-responsive customers.
  • Effectively navigate customer organizational hierarchies to get to critical contacts.
  • Mentor and establish strong personal relationships with the customer’s champions.
  • Intervene in at-risk accounts to turn around poor adoption, sub-optimal configuration, or other business/technical challenges to ensure success and renewal.
  • Deliver and lead roadmap sessions with customers.
  • Lead customer-facing seminars for specific products and features.
  • Take and respond to reactive questions from Renewal Managers.
  • Serve as a technical champion within Neo4j for the successful execution of our customers’ enterprise solutions.
  • Advocate for the customer within Neo4j with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
  • Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives.
  • Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers.
  • Act as a key escalation point to help defuse critical issues.
  • Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
  • Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments.
  • Facilitate technical aspects of QBRs and Center of Excellence programs.
  • Provide regular status reports on the technical health of the project to internal stakeholders.
  • Stay current on Neo4j’s portfolio of products, features, solutions, integrations and overall offerings.

Requirements

  • You have a never-ending passion for learning.
  • You are a self-starter, tech-savvy professional and it’s easy for you to understand a company’s business requirements and explain Neo4j’s value and technical details to a technical guru, a C-level executive, and all others in between.
  • 3+ years of experience in a Customer Success Manager role in an early- to mid-stage XaaS product company, preferably in the big data, database, or analytics space.
  • Prior hands-on experience in a technical customer-facing role, preferably in Sales Engineering,
  • Customer Support or Professional Services in a product company.
  • 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 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.
  • Travel up to 30% (post-COVID).
Why Join Neo4j?
Neo4j is among the 20 most popular databases in the world and the clear leader in the rapidly emerging Graph Data Platform category. We’re well funded and have an experienced management team focused on how organizations should apply data to solve challenging problems for decades to come. We have customers in every industry across the globe, and we build technology that has a proven product/market fit. Joining our team is an opportunity to define the future of data, analytics and automation.
We offer a competitive salary and benefits, engaging virtual events and a welcoming team. You will love your co-workers!
Neo4j is a privately held company with our U.S. headquarters in San Mateo, California. We have employees located all over the world, from Thailand to Canada, many of whom work remotely, and we have offices in Sweden (Malmo and Stockholm), the UK (London) and Germany (Munich).  
More information at www.neo4j.com.
Neo4j Values:
Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:
We value relationshipsWe focus on user successWe thrive in a culture that is open and inclusiveWe assume positive intentWe welcome intellectually honest discussionsWe deliver on our commitments
Diversity, Equity and Inclusion at Neo4j:
At Neo4j, we value relationships and that involves building an environment where everyone feels like they belong. We believe strong relationships involve being accountable, bringing our whole selves to work, valuing intellectually honest discussions and being receptive to new ideas and perspectives. One of our central goals is to provide an inclusive, diverse and equitable workplace for everyone to develop their potential and have a positive, career-defining experience.
Are you 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 to understand how we will handle the personal data that you provide.
Job region(s): North America
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