Senior Customer Success Manager

ThoughtSpot•Chicago, IL

1d•Hybrid

About The Position

We are looking for a talented Senior Customer Success Manager to drive adoption and success within a portfolio of top-tier customer accounts. By building exceptional relationships with each customer that you manage, you'll deliver value at all stages of the customer journey to drive mutual success and growth. If you’re a proactive customer champion - passionate about solving problems, connecting customer value to growth, and advising customers - you’ll bring tremendous value to our customers and team! Location(s): Chicago or Austin

Requirements

You consider yourself a “technologist” who can “talk to the business.”
Willing to “roll-up-your-sleeves” when a customer has an issue and help do initial triage or resolution when needed.
Leverage your knowledge to help customers overcome technical hurdles while expanding their platform use.
A strong understanding of the BI space and related technologies including cloud data warehouses, ETL pipelines, and coding languages like SQL.
Consultative background with experience in leading prescriptive solutions for customers based on core playbooks and strategies.
Deep interest in analytics and BI technologies, with a willingness to learn the product in detail.
5+ years in customer-facing roles (Sales/Support/Services/Architecture), with account management experience/customer-facing.
Experience being a change agent and understanding how to probe for business outcomes and create concepts and ideas to drive outcomes.
Escalation management and strong project management fundamentals.
Excellent discipline and time management skills, comfortable working with ICs, leaders, and senior leaders across different departments.
Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
Write effective prompts to get the most accurate and creative results from AI tools.
Curiosity in exploring new AI tools
Adaptability to quickly learn and implement new, emerging AI technologies
Critical thinking to know when to identify when AI should be used versus when human judgement is necessary

Nice To Haves

Hands-on experience with data warehousing ecosystems (e.g., data sources, ETL, data warehouse, data marts) and understanding of different types of dimensional models (logical, physical).
Hands-on experience with data and analytics tools such as ThoughtSpot, Looker, Sigma Computing, Microstrategy, Tableau, Qlik, PowerBI, SQL.
Familiarity with ETL tools (such as FiveTran, Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus.
Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud.
Prior experience in analytics, BI, or a tangential space for at least 2-3 years, with experience running a BI center of excellence or held similar roles.
Not afraid of travel and willing to build long-lasting personal relationships with our customers.
Enjoy the start-up environment, and can wear your hat in any direction.
Documentation and process-oriented; you want to help build the foundation for our customer success management team.
Passionate about technology and eager to learn about next-generation analytics in the enterprise.
Superb ability to build rapport with customers and represent their best interests.

Responsibilities

Be a part of a focused Account team that manages multiple accounts consisting of Fortune 5000 companies and responsible for Annual Recurring Revenue
Foster robust customer relationships through proactive champion building and sustained user engagement
Be a primary point of contact for customers and be the voice that communicates use cases/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at ThoughtSpot.
Understand how our customers want to use ThoughtSpot and help make those aspirations a reality: Be the companion on their journey from onboarding, adoption, and a lifetime of success.
Manage customer relationships - building the bridge between human and data that is the sweet spot for customer success.
Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance on best practices.
Collaborate across ThoughtSpot departments and customize the response to the needs of our customers.
Identify growth areas in the existing customer base and help build expansion opportunities through passive selling.
Present to both small and large groups, effectively demo and run enablement sessions both live and remote.