Client Success Engineer

  • Dathena
  • Geneva, GE
  • 13/08/2019
Full time Data Science Data Analytics Big Data Statistics

Job Description

 Dathena is a Swiss and Singaporean company developing data governance software based on machine learning an artificial intelligence. Dathena is the most complete and accurate data governance platform, and is the only solution to easily classify and manage data with this level of accuracy while helping companies to comply with regulations.
Using cutting edge machine learning technology Dathena sift through all of unstructured data, allowing to regain full control on company’s information. The velocity and density of information in digital business has significant business benefits due to the insights it creates. However, it exposes new risks on how to protect this data and new privacy challenges to guide its appropriate use.
Digital business requires a new view on security and privacy, one that is driven by the level of risk appetite and enablement of business and technology strategy.
Job purpose
This position will be part of the Client Solutions Team, and responsible for providing clients with the guidance and support needed throughout the usage of our solutions to ensure the successful and most effective use of Dathena’s products.In addition, this person will be a leader in ensuring overall client and partner satisfaction with Dathena’s products and related services.You will act as a trusted technical advisor to support our clients to ensure they remain successful and realise the full value of their investment in our product.

Responsibilities

  • Become a trusted expert in Dathena, our client platforms & partner vendor functionality to provide effective operational guidance around these technologies
  • Oversee client service requests acting as a service delivery and escalation manager
  • Help partners in their day-to-day challenges as our customers’ go-to resource for troubleshooting technical issues
  • Build client success and prioritisation plans aligned to key performance indicators and objectives
  • Educate clients on the value of the overall solution and encourage optimal utilisation
  • Channel field feedback to Dathena's R&D team
  • Assist in prioritising product requirements and platform improvements by understanding and communicating customers’ needs
  • Develop best practice recommendations for Dathena clients based on product and vertical experience gained in the field

Key metrics

  • Customer satisfaction (customer lifetime value improvement)
  • Partner satisfaction
  • Issue resolution speed
  • Contributions to the overall platform

Desired Experience

  • 2+ years of experience in a customer/client-facing role such as Customer Success Manager, Technical Account Manager or (pre-)Sales Engineer
  • Good knowledge in using query languages such as SQL, Hive, etc
  • Good knowledge of Scripting and programming skills: Bash, Python
  • Good knowledge of a web stack: Docker, Django, Nginx, JS frameworks (React, Angular, Vue, ...)
  • Comfortable using Linux and command line
  • Appreciated experience with NoSQL databases, such as Cassandra, Mongo and HBase

Soft Skills

  • Fluent in English and French; German is a plus
  • Data-oriented personality
  • Exceptional Oral and Written Communication Skills
  • Time management
  • Interpersonal Skills
  • Critical Thinking
  • Comfortable managing technical conversations with technical and non-technical stakeholders

Working conditionsAs a critical link between the client and the development, you must fully embrace the team spirit of a young and innovative start-up.Travel and working from remote locations may be required.
Scope: Expandable to EMEA depending on expertise and company growth.