Customer Success Engineer

Gretel

Customer Service & Support

IT & Telecoms USD More than 12,000+
New
2 weeks ago

Job Summary

This Customer Success Engineer will be responsible for guiding our customers and users to build and implement reliable, scalable data pipelines and integrations, leveraging the Gretel Toolkit.

  • Minimum Qualification:Others
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

Responsibilities:

  • Serve as the primary internal and external point of contact for your portfolio of existing customers
  • Drive adoption and expansions in collaboration with sales by making use cases wildly successful and seeking out additional opportunities
  • Lead the new customer onboarding program and work with core Gretel.ai technical teams to ensure that customer requests and critical issues are resolved in a timely fashion
  • Maintain a regular communication cadence with your customers, including quarterly/executive business reviews
  • Develop a comprehensive understanding of customer health and status through regular customer dialogue and by supervising health and adoption metrics
  • Be a customer advocate as we establish our roadmap and influence features and improvements and actively support them through the product development pipeline via collaboration with the product team
  • Identify and mitigate the risk of churn with a well-thought-out account add-on strategy built in collaboration with the Account Team
  • Become a domain expert on all things ML/Ai and specifically Gretel.ai
  • Assist with the development and implementation of standard methodologies, processes, and tools to continually improve our Customer Success Program
  • Help author and contribute to market-facing publications, documentation, and FAQs
  • Continuously educate your existing customers and additional business units through lunch and learns, educational workshops etc.
  • Build and own the strategy to make the initial use cases successful and find new use cases within the organization to expand Gretel’s footprint

 


Requirements:

  • 3+ years of demonstrated ability working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer or customer success.
  • Consistent record of achieving targets and goals with a history of driving adoption and identifying risks to renewals, cross-selling, and upselling.
  • Working knowledge of ML Ops and methodologies
  • Experience using one or more of the following packages: TensorFlow/Keras, PyTorch Lightning, HuggingFace 
  • Experience setting up code/data pipelines, automation, databases, and/or containerized workloads on cloud platforms (AWS, GCP, Azure) 
  • Proficiency in Python, Data Analysis tools such as Pandas, Scikit-Learn, Plotly
  • World-class reliability – our customers will expect rapid responses to product questions
  • Willing to go the extra mile, great work ethic, resourceful, “get it done” attitude


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