Qualifications: 

• Prior experience as a hands-on data practitioner or as a customer support / success executive in a B2B software organization
• Have previously demonstrated an aptitude for partnering with internal or external stakeholders across geographies.
• Excellent communication skills, both written and live.
• Understand data and software markets, products, and businesses. Familiarity with the modern data stack across ETL, storage, BI, and everything in-between.

Responsibilities: 

• Own the lifecycle of product users from on-boarding, setup, to day-to-day engagements, including serving as the point of contact for handling problems and requests for support.
• Craft delightful user experiences during onboarding and all subsequent touchpoints by owning customer communications across various channels.
• Build processes to scale customer support including ticketing management, SLAs, workflows and more.
• Own product documentation & training content, and crafting well-written user-facing communications and documentation.
• Translate user feedback and needs to well-scoped requirements, and collaborate with Engineering
• Start training and mentoring new joiners as we scale our customer experience function