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Customer Success and Product Support Engineer/Director

Location: Boston, MA, United States
Job # 11376203
Date Posted: 09-14-2018

Customer Success and Product Support Engineer/Director

Cambridge Semantics, The Smart Data Company®, is a rapidly growing enterprise Big Data Management and Exploratory Analytics software company. It has spun out its award-winning analytics graph database, AnzoGraph, as a standalone product for executing graph analytics at big data scale with benchmark setting performance. We are seeking a Senior Product Support and Customer Success Leader with expertise in the Database industry and is passionate about Data Management. AnzoGraph has been created by the technical founders of Netezza and Paraccel/Amazon Redshift. This is an exciting career opportunity for a highly energized business leader to join a leading edge technology company that is experiencing rapid growth to build a business around a market leading award-winning product.
 
This position requires an experienced self-starter with a proven track record of Key Performance Indicators tied directly to Revenue Growth.
 
As the Product Support/Customer Success Leader your hands-on technical ability with business experience, will be required to initially execute the product support and customer success role and then build out this functional capability. The initial focus will be the graph database market and our AnzoGraph product in this market. The candidate will have pre-sales and/or post sale product support and customer success experience with a database company.

Technical understanding of databases will be important. Solid communication and creative problem solving skills are a strong must have.
 
In this position, you will be reporting directly to the President and working closely with Marketing, Solutions and Engineering regarding  product related growth opportunities, challenges and industry inquiries.
Highly self-motivated candidates capable of coordinating multiple priorities in a fast-paced environment should apply.
 
Responsibilities
  • Experienced in supporting customers for a new product with the idea of building a support function from the ground up.
  • Manage and coordinate multiple customers providing support and customer success functions
  • Configure software applications for customers using a training and enablement approach.
  • Provide training to customers and sales
  • Create and deliver competitive benchmarking
  • Participate in knowledge transfer sessions, product training and other strategic initiatives as needed.
  • Provide a mixture of remote and onsite customer training workshops.
  • Consult with customers on system configuration based on product and industry best practices.
  • Facilitate touchpoints and status meetings with customers in a timely and professional manner.
  • Work collaboratively with Engineering and Solutions for current and future features and benefits leading toward further customer adoption and Customer loyalty.
  • Experience in negotiating maintenance contracts and driving SLAs with customers.
  • Contribute to the development of best practices, project standards and methodologies to improve efficiency and effectiveness of Customer success
  • Troubleshoot functional issues arising from Customer Success.
  • Escalate product issues when all avenues of resolution are exhausted.
  • Maintain working knowledge of Cambridge Semantics AnzoGraph, platform features and best practices.

Required Experience / Skills
  • BS/BA degree in Computer related discipline or equivalent experience.
  • Minimum 5+ years of experience in support and/or Customer Success
  • Minimum of 5 years with databases and are passionate about data management
  • Minimum of  3 years of experience in the implementation of software solutions.
  • Competency with  OLTP and OLAP and GOLAP a plus
  • Technical knowledge of database concepts.
  • Proficiency and experience with Graph Databases.
  • Excellent written and verbal communication skills.
  • Creative problem solver with focus on quality.
  • Project management experience; organized.
  • Enthusiastic self-starting team player
  • Approximately 30% travel.
  • Previous experience with Big Data and Graph Technologies

About Cambridge Semantics
Cambridge Semantics is an industry-leading semantic information management company. Semantic Web technologies bring a revolutionary flexibility to data management within the enterprise and on the Web and are some of the most exciting technological innovations since the advent of the Internet. We are a high-energy, high-tech company that is experiencing rapid growth. Our team comprises some of the world's leading experts in Semantic Web technology.

Our recent industry recognition includes:
The Silicon Review as One of the 20 Fastest Growing Big Data Companies in 2016. Named to KMWorld’s 2017 ‘100 Companies That Matter in Knowledge Management, Named an SIIA CODIE for Best Text Analytics and Semantic Technology Solution in 2017. Named an SIIA CODiE Awards 2016 Finalist, Best Big Data Reporting & Analytics Solution. The SIIA CODiE Awards are the premier awards for the software and information industries and have been recognizing product excellence for over 30 years. If you are a motivated, career-oriented individual who is interested in being in on the early stage of a significant opportunity,
Location:  Boston or New York
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