We are looking for the right person to join our Customer Success Team.

We are growing rapidly and are looking for the right person with experience in Customer Success Engineering, as a customer-facing technical roles - that would include customer onboarding, technical architecture design understanding, and technical consulting.

Responsibilities:

• Track customer deployment and adoption of Scylla products and measure the value and satisfaction the customer experiences
• Drive customer awareness of product features and Scylla's services to maximize adoption and utilization of Scylla features and benefits
• Understand and formalize customer requests, needs, requirements, and escalations, communicate the needs clearly to the Scylla product team
• Proactively and consistently engage customers to provide product feedback and product enhancements requests
• Help customers on-board our support process, and make sure customers utilize our ticketing system
• Maintain an accurate view of the health of customer deployment of Scylla
• Proactively anticipate customer needs and effectively manage reactive customer requests
• Develop and maintain strong relationships with our customers and user base
• Help account executives with technical discussions in existing accounts
• Exhibit diplomacy, tact, and poise when working through customer issues and escalations
• Ability to speak in technical & business terms, depending on the audience
• Managing and track churn risk
• Limited travel, up to 20%

• Experience in managing B2B customer in the database segment
• Experience with cloud-based deployments using systems such as AWS, GCP, and Azure
• Customer interfacing experience with ability to run technical presentations
• Familiarity with a Customer Success Platform (ChurnZero, or other)
• Familiarity with Salesforce.com or other CRM platforms & their data structure
• Familiarity with Zendesk or other Support platform & their data structure
• Experience with Linux operating system management experience (RHEL, Ubuntu)
• Good understanding of Customer success processes and measurements

Big Plus If You Have Experience With

• Experience in professional services, technical support, or technical consulting roles.
• Good understanding of hardware and complex software architectures deployments
• Experience with NoSQL foundational databases, usage, and Data modeling/data architecture