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Staff Customer Engagement Manager

Alation

Alation

Customer Service
Multiple locations
Posted on Thursday, June 20, 2024

Big Data isn’t a problem. It’s an opportunity.

At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”

We help companies you know and trust empower their people with the best data every day. Alation helps Discover Financial Services quickly generate value from their data to create the product and customer service innovations that help the iconic credit card company remain number one in customer satisfaction. And real estate giant Keller Williams uses Alation to govern the more than 70 TB of data that empowers their global team of over 190,000 agents.

With $340M in funding – valued at over $1.7 billion and 550+ customers, including 35% of Fortune 100 companies- Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?

Join us!

Job Description:

As a Staff Customer Engagement Manager at Alation, you possess deep data management expertise and an outstanding record of data program success. As a leading authority on data intelligence and building data cultures, you are primarily responsible for advising key client sponsors and planning and leading multi-phase data intelligence programs. Your focus on driving customer satisfaction, facilitating data program success, and fostering long-term relationships with Alation’s customers.

This role requires a diverse set of skills, combining technical knowledge, interpersonal abilities, and strategic thinking to ensure customer continuous value realization. A successful Customer Engagement Manager thrives at strategic planning, empathetic client engagement, and problem-solving to ensure Alation’s customers develop successful data cultures and maximize the value of the Alation intelligence platform.

What you'll be doing:

  • Conduct thorough needs assessments to understand customers' business objectives and challenges

  • Lead Data Culture Maturity Assessment sessions, use case workshops, product roadmap sessions, end-user surveys and interviews, and data strategy and vision sessions with customers, and develop tailored action plans based on the findings from these discussions

  • Offer guidance on optimizing and maximizing the value of the Alation data intelligence platform for the customer's business

  • Provide expert advice on how Alation’s data intelligence platform can address specific customer needs

  • Conduct training sessions to educate customers on how to effectively use and leverage the features of the data and analytics solutions

  • Utilize data and analytics tools to analyze customer usage patterns and provide insights for improving customer engagement

  • Communicate customer feedback to relevant internal teams for product enhancements or modifications

  • Maintain regular communication with customers through various channels, including meetings, emails, and presentations

  • Serve as an advocate for the customer within Alation

Who you are:

  • Customer-centric attitude with a passion for ensuring client success, strong customer empathy, and a commitment to meeting customer needs

  • Motivated, proactive self-starter who thrives in a fast-paced startup environment

  • Passionate about data and the value that can be derived from it

  • Effective organization and project management skills to handle multiple customer engagements simultaneously

  • Problem-solving mindset with the ability to analyze issues and provide effective solutions

  • Proficient in solution customization and configuration to align with client requirements

  • Experienced in conducting training sessions and workshops for clients

  • Strong technical acumen with the ability to communicate complex concepts to non-technical stakeholders

  • Excellent communication skills, both written and verbal, to build strong client relationships

  • Able to turn satisfied customers into advocates and references for the company

  • Committed to staying updated on industry trends, emerging technologies, and advancements in data and analytics

  • Able to meet deadlines and manage priorities

What you'll have:

  • BS / BA degree in a relevant field or equivalent work experience

  • 8+ years of proven experience in a similar role, such as Solution Engineering, Program Management, Consulting, or Professional Services

  • Familiarity with Data Management maturity assessments (eg DCAM, CMMI, etc.) and conducting such assessments and strategic action plans based on the outputs. Expertise in translating requirements into use cases, user stories, and persona-based user journeys.

  • Problem-solving mindset with the ability to analyze issues and provide effective solutions.

  • Awareness of data disciplines, including Data Warehousing, Data Modeling, Data Transformation/ETL, Data Quality, BI/Analytics, Data Science

  • Can demonstrate familiarity with the concepts of managing portfolios, including estimating, time management, prioritization, customer expectations

  • Can identify, manage, and mitigate customer risk

  • Capable of influencing, interacting, and collaborating with senior executives, internally and externally

  • Have an excellent understanding and practical experience with modern software adoption programs

  • Can leverage lessons learned to feedback and improve processes and best practices

  • Can highly collaborate with a variety of stakeholders, of varying levels, from executive to individual contributors, and varied technical knowledge

  • Familiarity with software development, integration, SQL, Python, and API usage is advantageous

  • Ability to work on multiple engagements simultaneously

  • Ability to travel up to 10%

Bonus skills:

  • Project Management/Scrum certifications (CAPM, PMP, Six Sigma etc).

  • DCAM Certification or similar welcomed

  • Fluency in multiple languages

  • Familiarity with software development, integration, SQL, Python, and API usage is advantageous

Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work.