Customer Success Technologist
Sydney
Customer Success /
Full time /
Hybrid
Your Role:
As a Customer Success Technologist (CST), you will be a key contributor to the success of Odaseva.
You’re part Project Manager, Consultant, Product Expert and cross-stream Quarterback. Our Customer Success Technologists’ main goal is to ensure the success and happiness of our strategic customers leading towards increased adoption, retention, customer satisfaction and ultimately, the expansion of the Odaseva footprint.
Your responsibilities will include:
- Acting as the trusted technical advisor that drives product adoption and satisfaction of our Success Plan and Top-20 global customers.
- Creating a relationship of trust and technical credibility with our customers to better identify and meet their Data Governance and Security needs.
- Staying up-to-date with the latest Odaseva Platform enhancements and known issues to be relevant and impactful with your customers and peers.
- Leading the onboarding process of our key customers.
- Accelerating the adoption of the Odaseva products for each customer to help them achieve maximum value from their investment in our technology.
- Delivering deep product demos to increase the awareness of our products to our customers.
- Being the technical reference for your customers and sharing your knowledge to address complex use cases.
- Being the escalation point of contact when needed and driving proactive/reactive initiatives to manage accounts at risk (red accounts).
- Being the Voice of the Customer for feedback to the relevant streams regarding product enhancements, new features, and processes change suggestions to improve our technology, support and elevate customer experience.
- Mobilizing other Odaseva resources in order to maximize customer satisfaction.
- Engaging in renewal and upsell conversations with designated Sales team members to expand the Odaseva customer footprint.
- Sharing your technical knowledge with the greater CSM / CST organization through regular enablement sessions.
- Participating to the creation of meaningful content to improve our Knowledge Base and overall documentation.
You will bring:
- 12+ years of proven experience working in a customer-facing technical role within the Salesforce ecosystem or in the Data Governance, Backup, or Security industries.
- 5+ Salesforce certifications (Admin, Advanced Admin, Platform App Builder, Developer, Cloud Consultant, etc).
- Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
- Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
- Project manager mindset (prioritization, multitasking and organization skills)
- Willingness to share their technical knowledge with their peers.
- Excellent written and verbal communication skills, empathetic, good listener with the ability to establish trustful relationships.
- Ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
- Ability to align our platform features with customer objectives.
- Understanding of key data governance concepts (backup, restore, security) and share this knowledge with customers via meetings, webinars, and whitepaper and peers in CSM training sessions.
- Ability to prioritize and perform effectively in a highly dynamic work environment.
- Full professional proficiency in English.
