Customer Success Engineer

• Seven out of the top ten global banks use TigerGraph for real-time fraud detection. 
• Over 50 million patients receive care path recommendations to assist them on their wellness journey. 
• 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph. 
• TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people. 

Customer Success Engineers at TigerGraph serve as the trusted technical advisors for our customers. They drive business value, offer advice, and grow accounts. At TigerGraph we work on the most performant and scalable graph database systems and our customers challenge us with different use cases.  As the complexity grows for both us and our customers, we are looking to our Customer Success Engineers to strategize and lead customers to solutions. This is done with early discovery of customer production or onboarding issues, help them to get the right engineering resources to unblock them, evangelism with new use cases, and oftentimes teaching the product to new users. A Customer Success Engineer must be ready to interact and have technical discussions with data scientists and engineers, then demonstrate the value of TigerGraph in business discussions with company executives. The goal is to enable our customers to become successful and enthusiastic TigerGraph champions. A Customer Success Engineer has a key role internally as well. This position is dynamic and highly cross-functional. Armed with key customer insight and knowledge, a Customer Success Engineer must regularly work with the sales, product, engineering, support, and marketing teams.

Responsibilities

• Manage the customer lifecycle for an assigned number of accounts. You will need to build relationships with them and regularly engage by presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls.
• Learn and become a TigerGraph expert! Customers will look to you for advice and expertise.
• Strategize and identify new use cases to grow accounts. Find areas where TigerGraph can provide the most business value that will drive renewals.
• Engage with the product team to drive customer requests and influence our roadmap.
• Liaise closely with the technical support team and other core TigerGraph teams to ensure that customer requests and escalations are resolved.
• Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts.
• Develop TigerGraph champions and generate customer references for the marketing team.
• Be a true proponent of customer advocacy.
• Work with the marketing team to organize and host customer advisory board.
• Other duties as assigned.

Requirements

• Bachelor's degree in computer science or related field. Equivalent years of experience may be substituted for degree requirement
• Minimum 5 years experience working in customer-facing technical roles (in Pre-sales, Customer Success, consulting, or related engineering discipline)
• Ability to travel up to 15% of the time

Skills & Knowledge

• Experience at a SaaS company or with cloud architectures
• Outstanding communication and customer relationship skills
• Languages: GSQL, Python, or SQL
• Excellent organization skills and ability to multitask in a fast-paced startup environment
• Familiarity with the end-to-end data analytics workflow
• Good understanding of databases and data warehousing
• Demonstrated analytical and problem solving skills, particularly those that apply to a 'big graph' environment
• Fluency with cloud services such as AWS or Azure preferred
• Fluency with distributed platforms (Kafka, Kinesis, TigerGraph etc.) preferred
• Experience working with large scale data processing services (Hadoop/Spark) preferred
• Background in machine learning or working with ML tools and services preferred

The anticipated salary range for candidates who will work in Redwood City, CA is $120,000 - $150,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc. TigerGraph is a multi-state employer and this salary range may not reflect positions that work in other states.