VP, Customer Experience

4 days ago

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TigerGraph

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🐯 Advanced Analytics and Machine Learning on Connected Data 🐯

Graph Analytics • Fraud Detection • Entity Resolution • Customer 360 • Knowledge Graph

201 - 500

💰 $105M Series C on 2021-02

Description

• Develop and implement strategies to measure and improve customer satisfaction and loyalty. • Oversee the customer onboarding process to ensure a smooth and successful transition for new customers. • Lead the customer technical support team to provide timely, efficient, and high-quality support to our customers. • Manage the professional services team to deliver high-quality consulting, implementation, and training services to our customers and implementation partners. • Oversee the technical account management team to build strong relationships with strategic customers. • Develop and track key performance indicators (KPIs) to measure customer success and identify areas for improvement. • Develop a ROI based view of customer relationships and determine how to allocate resources across the customer base to maximize value. • Lead and mentor a team of customer success managers, support engineers, and professional services consultants.

Requirements

• Bachelor's degree in engineering or computer science or related field (MBA or advanced degree is a plus). • 15+ years experience as a senior customer success leader in a B2B enterprise software / SaaS / Cloud infrastructure company, with a track record of driving customer satisfaction and loyalty.