Customer Success Engineer

Bangalore, India
Solutions – Technical Account Management /
Full time /

About Hevo
Hevo is a simple, intuitive, and powerful No-code Data Pipeline platform that enables companies to consolidate data from multiple software for faster analytics.

Doordash, Footlocker, Arhaus, Santander, and thousands of other data-driven companies share one thing. They all use Hevo Data’s fully managed Automated Pipelines to consolidate their data from multiple sources like Databases, Marketing Applications, Cloud Storage, SDKs, Streaming Services, etc. We are a San Francisco/Bangalore-based company with 2000+ customers across 45+ countries in e-commerce, financial technology, and healthcare. Strongly backed by marquee investors like Sequoia Capital, we have raised $42 Million and are looking forward to our next hyper-growth phase!

Why do we Exist?
At Hevo, our mission is to enable every company to be data-driven. We started on this journey 4 years back and as the first step in this direction, we built our first product – “Data Pipeline” or simply “Pipeline”. Hevo Pipeline is a no-code platform that helps companies connect all their data sources within the company to get a unified view of their business. The platform offers integrations with 150+ data sources such as Databases, SaaS applications, Advertising Channels, etc. Today, we enable nearly 2000 companies across more than 40+ countries to be more data-driven. We aim to make the technology so simple that anyone should be able to solve their data problems and not be limited due to their lack of technical skills.

Product Demo
Our customers love us - Hevo is rated at the top of the G2 crowd in the Data Pipeline space. Here's a quick glimpse of the product:

The Post-Sales team at Hevo is looking for a driven and customer-focused Technical Account Manager (TAM) to serve as a main contact point for Hevo’s largest and highest-profile customers. You will be responsible for partnering with a small number of assigned accounts, continually focusing on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Hevo investment. The Technical Account Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

The Role
As a Customer Success Engineer/Technical Account Manager you own Hevo Data’s customer relationships from onboarding to renewal. You are responsible for partnering with Hevo’s Customers to build custom launch and engagement plans that drive product adoption, engagement, client retention, and growth. You partner closely with Internal Product experts, Account executives, product support, and engineering to become the customer’s single point of contact for all Technical interactions. Your partnership with Hevo’s clients and our product team allows us to improve the functionality and benefits of the platform continually.

This role reports to the Head of Customer Engineering. Ideal candidates will have expertise in data warehousing, data pipelines, and ETL/ELT to be consultative experts making strategic and consultative recommendations regarding all Hevo-related technical matters.

What will you do

    • Manage a set of customers (book of business) and own the retention of the assigned customers
    • Engage with customers, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
    • Customer Onboarding- Develop Customer onboarding for all new customers assigned to you.
    • Develop Joint Success Plans- Create a joint success plan and roadmap for customers to adopt Hevo’s platform and define milestones for success.
    • Be the Single point of contact for all technical matters.
    • Drive Engagement and  Adoption. work with Account teams to communicate ROI.
    • Lead and Organize Quarterly Business reviews.
    • Drive mindshare within the customer team. 
    • Identify new use cases for Hevo products within the customer base.
    • Drive Adoption of new features and products
    • Ensure that the solution promised to the customer will work to achieve the goals and challenges they brought.
    • Maintain specialty competency in one or more technologies related to Hevo’s market focus through activities such as training, certification, and creation of working examples for reuse internally and by customers and partners
    • Inform and train clients on the proper use of the product to enhance the customer experience and improve satisfaction.
    • Act as an advocate for customers during the triage and coordinate with respective Hevo teams to resolve high-severity cases and assist with the timely resolution of these issues.

What are we looking for

    • Understanding of the Database Administration/ Data Replication domain.
    • 5-10 years of experience in a relative field such as ETL/ELT, Data transfer/Data warehousing
    • Understand data integration principles, connecting diverse data sources to a warehouse. Possess in-depth knowledge of extracting data from multiple specific sources.
    • Proficiency in SQL is vital for querying and manipulating data.
    • Cloud platform familiarity (e.g. AWS, GCP, Azure) is essential, as Hevo often pairs with them.
    • Knowledge of databases like PostgreSQL, MySQL, SQL Server, and Oracle is crucial.
    • Experience with API integration and JSON/XML data formats is helpful.
    • Proficiency in data transformation tools/languages like Python, or warehouse-specific tools is valuable for data cleaning and enrichment.
    • Should have a knack for problem-solving and debugging.
    • Experience in networking, security, and performance concepts is required. 
    • Comprehend data quality best practices for accurate, reliable integrated data.
    • Understand data warehousing concepts, including modeling, schemas (e.g., star, snowflake), normalization/denormalization, and optimization.