Overview
Lead efforts to ensure the success of our customers in their Metric Insights implementations. Provide customers with best practices guidance and implementation assistance. Orchestrate solution architecture, product, engineering, and support teams to resolve implementation issues, boost engagement, and achieve a high level of customer success and satisfaction.

Responsibilities

  • Own overall customer success of Metric Insights
  • Lead regular recurring Check-in meetings with customers
  • Work with customer executive leadership to develop and execute on a success plan
  • Assess user engagement levels with customers and deploy strategies to increase adoption
  • Effectively coordinate all Metric Insights resources interacting with the customer
  • Guide customers to achieve a rapid and successful initial implementation of Metric Insights
  • Develop best practices materials to enable repeatability in customer deployments
  • Promote expansion of new use-cases at existing customers
  • Develop scope and work estimates for services engagements and draft SOWs
  • Guide the product team in developing and prioritizing features that promote customer success
  • Develop and evolve implementation methodology in concert with product evolution
  • Partner with Head of Product to organize and lead Customer Council sessions

Key Requirements

  • 10+ years of experience with Business Intelligence including at least 5 years in a leadership role
  • Deep understanding of Business Intelligence challenges
  • Experience working with all aspects of the BI “stack” from the data layer to visualization tools
  • Broad overall technical skill base with experience using SQL, Procedural Programming, and Database Technologies
  • Solid understanding of web development technologies (HTML, CSS, Javascript)
  • Demonstrated ability to work patiently to resolve complex issues
  • Excellent interpersonal skills
  • Excellent written and verbal communication skills
  • Strong organizational skills with a methodical approach to project planning and execution

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