Customer Success Engineer

San Francisco
Customer Success
Full-time

Reporting into the Customer Success organization, this role is responsible for the seamless ongoing delivery of the Node.io solutions portfolio.
Work closely with internal stakeholders across the organization to ensure scheduled targets are met during implementation, on-boarding, custom delivery, and escalated technical support projects.

Responsibilities:
Support Customer Success team with ongoing customer deliverables including ad hoc reporting, ongoing delivery or support needs, and any custom requirements.
Manage implementation and on-boarding plans to set achievable expectations with all stakeholders, both internal and external.
Engage Internal Subject Matter Experts as necessary to address challenges, while remaining internal point of contact for deliverables
Clearly communicate and keep track of project milestones and status
Manage and track any delivery timing risk throughout the lifecycle of each project.
Escalate to your manager early enough for course correction.
Track to resolution any software defects and known issues, with product and engineering teams in order to keep Customer Success team updated.
Champion for process improvement and how best to instill project management best practices within the organization.
Establish great relationships with internal stakeholders (Customer Success, Product, Sales, Marketing, Finance, etc.) to achieve client goals
Partner with Customer Success to develop clearly understood support process for customer to engage with to achieve ongoing operational support
Remain positive in challenging scenarios and inspire internal partners to do great work.

Qualifications:
5+ years working in Engagement Management or Program Management roles
Experience driving successful technical adoption with medium to large-sized projects
Passion for solving problems and supporting customer data analytics needs.
Very effective communicator, good at arbitration and quickly gathering consensus within project teams.
Acts with sense of urgency, takes pride in following through on commitments and executing as effectively and efficiently as possible
Firm understanding of commercial implications of successful implementation for Sales and Customer Success
Ability to recommend and action improvements, advocate for changes, actively seek and bring new knowledge to the broader team and then lead implementation
Project Management Professional (PMP) certifications preferred
Sales & Marketing Operations
Experience Preferred, Expertise in SFDC ideal
Basic understanding and experience with data provisioning
BS or BA degree (e.g. Marketing, Business, Engineering) required
Strong skills with Salesforce.com, Excel and Powerpoint desired
10% travel required

Node is working on a very technically challenging vision to reorganize the information on the web around context that is meaningful for people and companies, as Tim Berners Lee hoped for as the next big paradigm of the web. We have an opening for a senior level engineer who is entrepreneurial and passionate about leveraging big data and search technologies (e.g Hadoop, Elastic Search, Spark, Natural Language Processing, Web Crawling) to build out a unique product that will transform how businesses are able to analyze relationships in their network to uncover new opportunities.

We're looking for fast learners who can get their hands dirty, quickly; who know when to duct tape and when to have 100% test coverage (think like a hacker, ship like a pro); who don't mind being wrong occasionally; and who are intrigued by the overall space we're in. You'd be foundational member of our growing engineering team and have a significant opportunity to influence our culture and growth, as well as immense impact on the product itself.

Node has raised $7.5M to date and is working with enterprise customers on the market with 100% customer retention, average deal size in the six figures with annual and two year contracts. We have big companies that have approached us and we're in a position to 5x our customers in the next 18 months.

The Node data intelligence layer powers proactive and personalized recommendations, helping the B2B world understand the people and companies that matter most for their business. We’re a team of former Googler, Facebook, and Microsoft data engineers and PHDs backed by Mark Cuban, New Enterprise Associates (NEA), Avalon Ventures and Canaan Partners.

You can read more about our thoughts on the space published in TechCrunch, Re/Code, and Bloomberg:

TechCrunch: http://techcrunch.com/2015/08/18/the-future-of-the-web-is-all-about-context/

Re/Code: http://recode.net/2015/03/31/the-network-intelligence-movement-will-add-personal-context-to-the-online-world/

See Mark Cuban discuss Node as a Game Changer on Bloomberg TV: bloomberg.com/news/videos/2016-06-27/mark-cuban-on-node-this-is-a-game-changer

$7.5M funding round earlier this year here: http://www.businesswire.com/news/home/20160613005131/en/Node-Secures-7.5-Million-Funding-Reorganize-Web