Customer Success Architect

Summary

Join Neo4j as a Customer Success Architect (CSA) and become a trusted technical advisor for our clients. You will guide customers on leveraging Neo4j's products to achieve their business objectives, collaborating with internal teams like CSMs, Product Management, and Engineering. Responsibilities include providing technical expertise, building strong customer relationships, advocating for customer needs, and contributing to internal knowledge resources. The ideal candidate possesses 6+ years of experience in a relevant SaaS role, strong technical skills, and excellent communication abilities. Neo4j offers a competitive salary, stock options, a comprehensive benefits package including medical, dental, vision, 401k, and paid time off, and the opportunity to work for a leading graph database company.

Requirements

• 6+ years experience in a customer success, sales engineering or technical account management role in a SaaS company, preferably in the big data, data science, database, or analytics space
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills
• Bachelor's degree required, or equivalent experience
• Travel up to 20%

Responsibilities

• Advise our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer-term vision
• Partner with our CSMs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. QBR, Executive Briefing, or Escalation Management)
• Establish, build, and maintain trusted relationships at all decision levels within assigned accounts
• Ability to manage multiple customers and tasks simultaneously
• Advocate on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions
• Provide regular status reports on the technical health of the project to internal stakeholders
• Stay current on Neo4j’s portfolio of products and provide knowledge content to internal peers as well as on the Neo4j support portal
• Focus on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, PS bookings, expansions, upsells, and new opportunities in the assigned accounts
• Track time and effort of customer-facing CSA Activities
• Contribute to customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc

Preferred Qualifications

Java, Python, JavaScript, Scala, .Net

Benefits

• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Certain leaves of absence
• Stock option grant
• Annual bonus