Senior Technical Account Manager

Job Description

Denodo Technologies, Inc. is seeking a Senior Technical Account Manager in Chicago, IL. Responsible for acting as the technical focal point to ensure customers are satisfied and confident in leveraging the Denodo Platform as a key component in their ecosystem. May require domestic travel occasionally (<15%) to client sites and/or community events.

Salary Range: $135,000-$165,000/yr.

Job Responsibilities & Duties

• Responsible for acting as the technical focal point to ensure customers are satisfied and confident in leveraging the Denodo Platform as a key component in their ecosystem.
• Enable customers to realize the full potential of their Denodo deployment, removing roadblocks, exploiting platform capabilities, and making things go. Collaborate closely with Customer Success Manager (CSM), Sales and Customer Services as the TAM has the lead role in implementing the Customer Success Plans (CSP) developed by the CSM. The CSP defines the business outcome, use cases and milestones of the Customer to get a specific use case(s) into production. The output is a Use Case document that describes the Business Problem solved, the Solution Architecture and the Results achieved. The TAM and CSM have responsibility for coordinating the creation and delivery of this document.

Platform Adoption:

• Identity pain points and training required around product usage.
• Communicate and document common practices with regards to Denodo usage and implementation.
• Provide product and feature guidance for awareness, implementation and final adoption.
• Coordinate the management of enhancements with the internal Denodo development teams.
• Encourage and enable platform upgrades and migrations.
• Influence customers for their adoption to the Denodo Platform, having a direct impact on renewals and expansions in the region.

Customer and Technical Engagement:

• Work as the technical point of contact for customer escalation.
• Coordinate the management and resolution of Service Requests, with both customers and Denodo teams, to help customers achieve their goals.
• Conduct cadence calls to review open issues and escalations with the customer technical team.
• Provide input into customer health assessment on technical progress.
• Generate trust on customers, making them feel they have the best solution and are supported by the best team, to achieve their goals.
• Provide first-class account relation management, as technical advocate between the customer and any internal Denodo team, able to manage any situation without any external help.

Reporting & KPI’s:

• Implement and help customers maintain Dashboards to report on Product Adoption and Deployment details.
• Maintain customer relationship maps in Denodo CRM.
• Report on Customer Services Utilization and Training accomplishments.
• Influence customers to use their available services for implementing their goals.
• Ensure customers receive answers, solutions and the required consulting help as a first-class solution system.
• Document the lifecycle and journey of customers, including technical deployment details and customer architecture, use case implementation, feature adoption, and data usage.

Information Security Responsibilities:

• Knows and understands the Security Policy and procedures that apply to their work.
• Ensures that their actions do not result in any security breaches.
• Informs the owner of the asset of any security incident, real or suspected, that it detects.
• Is aware of and committed to the Acceptable Use Policy.

Desired Skills & Experience

• Bachelor’s degree in information systems, computer science or a related field (or foreign equivalent)
• 5 years of experience training customers and internal technical teams, in the data management or analytics software industry. 2 years inclusive with SQL language with experience in relational, NoSQL, and graph databases.
• Special Requirements: Demonstrated experience with data management architectures (on-prem, cloud, hybrid) and data management systems in the market. Demonstrated experience with approaches and solutions in a data management ecosystem (Data Integration, Data Analytics, Data Governance, Data Security).  Demonstrated experience with containerization (e.g., Docker) and orchestration tools (e.g., Kubernetes). May require domestic travel occasionally (<15%) to client sites and/or community events. 
• Alternative Requirements: Master’s Degree in information systems, computer science or a related field (or foreign equivalent) PLUS 2 years of experience training customers and internal technical teams, in the data management or analytics software industry. 2 years inclusive with SQL language with experience in relational, NoSQL, and graph databases. (And same special requirements above)