Technical Success Manager - East Coast US

We're looking to hire a Technical Success Manager, in the east coast US, to engage with Imply customers to guide them through the architecture, development, and operations of the Imply product and the open-source Druid data store. We're a small team with a quickly growing customer base, so you'll have a chance to have a big impact and wear multiple hats. Ideally you have worked in a customer-facing role, are intrigued by cutting-edge technical challenges, and want to work with some of the largest and fastest big data architectures in the world.

What you'll be doing at Imply

  • Understanding how our customers want to use Imply and helping make those aspirations a reality: Map their journey from sale to production
  • Learning the technical nuances of customers configuration and act as initial layer of support and guidance
  • Customer relationship management - building the bridge between human and data that is the sweet spot for customer success
  • Collaborate across departments and customize the response to the needs of our customers
  • Understand the concepts and importance of identifying growth areas in existing customer base - Helping build expansion opportunities - passive selling
  • Restate the customer use case/requirements/expectations in a way that is actionable for support/engineering/product/marketing teams

Required experiences and skills

  • Big Data Experience - Understanding of cloud and on-premise architecture
  • Want to “roll-up-your-sleeves” when a customer has an issue and help do initial triage or resolution when needed
  • Leveraging your knowledge to help customers get over technical hurdles while expanding their use of the Imply platform
  • 5+ years in customer facing roles - Support/Services/Architecture, with at least some account management experience/customer-facing
  • Excited about learning cutting-edge technologies
  • Escalation management and strong project management fundamentals
  • Experience working within support and engineering process
  • Passionate about building customer success "Brand" - Being a difference maker
  • DNA - You possess the “Helper Gene” and are proactive in acting on behalf of your customers

Having these will set you apart as a candidate (Looking for a strong mixture)

  • Knowledge and experience with big data architecture on-premise and in cloud environments like AWS
  • You have hands-on experience with Linux, Streaming applications (Kafka/Kinesis) and Hadoop
  • You are not afraid of travel and want to build long-lasting personal relationships with our customers
  • You like the start-up environment: can wear your hat in any direction
  • Documentation and process are important to you; you want to help build the foundation for our customer success management team
  • You LOVE technology and want to learn all about Druid and Imply
  • You can’t stop smiling when your favorite customer volunteers to pen a customer story

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