Intro to Neo4j:
Our internet-scale graph platform helps companies around the world connect data to reveal invisible contexts and hidden relationships that drive breakthrough applications and analytics.
As the #1 platform for connected data, Neo4j has over three million downloads, the world’s largest graph developer community, and thousands of graph-powered applications in production.
The most sophisticated
organizations worldwide use Neo4j to harness powerful data connections, from enterprises like Walmart, eBay, and Cisco to hot startups like Medium, Musimap, and Airbnb.
With its headquarters in San Mateo, Calif., Neo4j also has regional offices in Sweden, Germany, and the UK. For more information, visit Neo4j.com and @Neo4j.
Our Roots and Culture:
Neo4j is a Silicon Valley company with a Swedish soul. We aim to hire smart, funny, creative and humble people who possess a lot of heart and drive. We value relationships (just like a graph!) and place trust in our colleagues to meet each day with focus and integrity.
We foster collaboration and intellectually honest discussions for consensus decision making. Every Neo4j employee is empowered to contribute and put one's own innovative stamp on projects.
Most of all, we are fanatical about graphs and creating an experience our users love.
Job Posting
About the Support Engineering Department:
Neo4j Support Engineering is an integral part of Customer Success and a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Customer Success Architects are the proactive technical advisory pillar of the team, guiding customers on their journey to successful production launches and smooth sailing steady state experience with their Neo4j environment and solution. They are absolutely critical to ensuring customers get the most out of their investment in Neo4j.
What You'll Do:
As a Customer Success Architect (CSA) you will have two primary responsibilities. First, a CSA serves as a primary technical advisor for assigned strategic accounts. Second, they contribute to proactive outreach and new customer onboarding for our wider customer base. The CSA supports the Customer Success Account Manager (CSAM) for their assigned accounts and more general customer base by delivering technical aspects of the customer journey and ensuring significant milestones are met in a timely manner.
Our customers trust us to be there when they need expert technical assistance and guidance to ensure they are getting the most value out of Neo4j. A critical part of the CSA role at Neo4j involves ensuring that best practices are followed, specifically around data modeling, Cypher tuning, and administration and troubleshooting. There is also some level of troubleshooting technical issues, and of course speaking with customers about their ongoing project needs and questions.
This is a great opportunity to join our rapidly growing company at the heart of the Graph Database wave. Customer Success at Neo4j is at the center of several strategic initiatives, and is the perfect place for a motivated individual looking to make a big impact. The CSA role is instrumental in ensuring that strategic Neo4j customers are successful deploying and managing Neo4j in their production environments. It is well suited to an individual with strong technical skills who enjoys solving problems in addition to working directly with customers.
This role is remote, and based on the east coast of the US. Ideal location is in the New York City or Boston metro areas, but we are considering all qualified candidates on the east coast.
Must-Have Qualifications:
A Customer Success Architect at Neo4j is a well-rounded expert in Neo4j best practices and a trusted technical advisor and advocate for Neo4j’s valued commercial customers. Specific qualifications for the role include:
Responsibilities:
- Serve as an internal technical champion for the successful execution of our customers’ enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production
- Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts
- Advocate for the customer within Neo4j with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
- Proactively provide advice and consultation to customers on planned timelines and objectives
- Track and monitor progress of each project throughout the implementation process and in the BAU (business as usual) state of each assigned account
- Act as a key escalation point to help defuse critical issues
- Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed
- Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expand use cases.
- Efficiently troubleshoot cluster issues across multiple servers, data centers and regions, in a variety of cloud (AWS, Azure, Google Cloud, etc), virtual, and bare metal environments
- Identify opportunities to enhance products and services to the solutions used by the customer
- Provide regular status reports on technical health of the project to internal stakeholders
- Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status on current open issues
- Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer’s unique experiences and challenges
- Report to senior management to provide insight into the current state of the customer relationship with assigned accounts
- Work closely with Customer Success Account Manager to ensure high renewal rates
Mandatory Skills and Experience:
- 2-5 years experience in a customer or account management role
- Strong Customer facing experience with exceptional relationship and trust building skills
- Proficient in controlling customer situations, setting customer expectations appropriately, and creating resolution plans, as necessary
- Demonstrated ability to understand business issues and processes and to articulate the business context of the Neo4j solution
- Strong interpersonal and communication skills
- Demonstrated ability to analyze time-critical situations, skilfully negotiate and problem-solve
- Proven ability to handle stressful situations and deadline pressures well
- High level of initiative, energy and ability to work well in a team environment
- Hands-on experience in Java or JVM based technologies, with full life-cycle product implementation experience
- Review and provide suggested improvements to Java Procedures (and UDFs) and other Neo4j Java API questions
- Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
- Ability to work independently.
- Excellent interpersonal communications and technical/business writing and presentation skills.
- A Bachelor's degree in Business, Information Systems, Computer Science, or Engineering; MBA, or MS in Computer Science highly desirable.
Desirable Skills and Requirements:
- Demonstrated success in an early to mid-stage company
- Experience in Relational or NoSQL database technologies
- Experience of working with globally dispersed teams in US/Europe/APAC
Why Join Neo4j?
- We are one of the fastest growing startups in enterprise software in Silicon Valley, and this is an opportunity to lead and develop high-value strategic technology partnering relationships.
- We offer a competitive salary, employer-paid benefits, generous paid family leave plans, catered lunches, a fully stocked kitchen, weekly activities, company off-sites, happy hours and the list goes on!
- Neo4j is a proud equal opportunity employer that fully supports a global mindset and workforce diversity.
- You will love your co-workers!
Intrigued by this role? We encourage you to apply even if you don't 100% fit the qualifications above.