Director of Customer Success/Customer Success Manager
PingCAP
Customer Service, Sales & Business Development
Remote
Posted on Saturday, May 13, 2023
PingCAP is the fastest-growing enterprise subscription company our investors have ever seen. And how are we growing so fast? By building TiDB, a globally scalable hybrid transactional and analytical database and one of the most popular open-source databases in the world (don’t take our word for it, check it out: https://github.com/pingcap/tidb), which enables companies to scale their business while keeping the underlying infrastructure simple painlessly. Our product has been trusted and verified by web-scale application leaders and adopted by over 2000 users across industries. We’re being led by the best in the space—our founders were the original creators of TiDB. We’re looking for talented and excellent team players who want to accelerate our growth while doing some of the best work of their careers. Join us as we build the database for the future!
We are looking for a Customer Success Manager to lead our customer success team in the NA. This critical role will ensure excellent customer experience and improve the long-term success of PingCAP's business.
Responsibility:
- Manage customer escalations while acting as the liaison between other internal organizations (Engineering, Sales, Product, etc.) and acting as management interface with the customer through onboarding, adoption, advocacy, and retention.
- Identify successful customer support metrics - SLA(service-level agreement ), CSAT(customer satisfaction score), Time to Resolution (TTR), and provide recommendations for increasing the return on investment (ROI), usage, and adoption of offerings and services
- Ensure accountability around operating processes and team performance by setting clear expectations and objectives
- Handle multiple critical customer priorities with little direction and coordinate the necessary PingCAP stakeholders to ensure efficient resolution
- Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
- Be responsible for hiring, development, training, and skills management for a team of Technical Support Engineers, professional services and Technical Account Managers in North America
What we are looking for:
- Bachelor’s degree in Computer Science or equivalent discipline
- 10+ years of technical support and service management experience including 5+ years in a supervisory role in a global company Experience supporting a database like MySQL, Postgres, Oracle, MongoDB, etc or big data systems (Kafka, Cassandra, Elasticsearch, Hadoop, Spark, etc in a SaaS environment
- Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
- Experience with customer relationship management and case management solutions
- Willingness to travel occasionally to visit customers and attend events if needed
What you will gain:
- Opportunity to build and shape a powerful, industry-changing database product from the get-go
- Working with a global team of passionate (and compassionate) developers, hackers, and open-source fanatics
- Competitive salary
- Meaningful equity in a fast-growing enterprise startup
- Medical, dental, vision insurance401k retirement plan
- Flexible paid time off
- Gym reimbursement
- Employee referral bonus program
The annual anticipated base salary range for U.S. candidates for this role is USD 180k to $200k. The actual individual base pay will depend on various factors such as the complexity and responsibility of the role, work locations, job levels, and relevant experience and skills. This role is also eligible to participate in PingCAP's Bonus and Equity Plan and our Sales Compensation Plan if it is a sales role. To comply with local legislation and provide greater transparency to candidates, we share base salary ranges on all US job postings regardless of desired hiring location. Please note that actual salaries may vary and fall outside of this range depending on a candidate's qualifications, geographic location, skills, experience, and competencies. Other benefits include health insurance, flexible vacation time, paid holidays, and parental leave. Salaries for candidates outside the U.S. will vary based on local compensation structures.
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