Technical Account Manager

Company Description

Denodo is a high-growth, market-leading enterprise software company backed by
HGGC. We are recognized as a leader by Gartner and Forrester and uniquely
positioned to address the data fragmentation problems that exist in many
enterprises.
We thrive in dynamic environments, and at the risk of sounding cliche, we work
hard, and we play hard. People at Denodo are builders at heart. Our global
teams are constantly interacting and working together to empower people around
the world, build community and connect in meaningful ways.
Denodo's success is founded on being innovative and creative, on delivering
the best solutions with the highest levels of customer satisfaction, and on
having a unique piece of technology. A company can only be as forward-thinking
as its people, which explains why we have become the leading developer of Data
Virtualization, Data Services, and Cloud Data Integration technologies and
solutions for the enterprise.
At Denodo, we are like a family and it is of the utmost importance to us that
we help support your professional growth every step of the way.

Job Description

Denodo is looking for a technical, passionate, customer-oriented and hands-on
data advocate to join our Customer Success team. You will work hand-in-hand
with our customers as the technical focal point. It will be on your shoulders
to ensure customers are satisfied and confident in leveraging the Denodo
Platform as a key component in their ecosystem.
In this role you will combine tech savviness with relationship management and
problem-solving skills. Your mission: 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.
Duties and Responsibilities
* Technical Engagement:
* Communicate common practices with regards to Denodo usage and implementation.
* Conduct cadence calls to review open issues and escalations with the customer operational team.
* Provide input into account health assessment on technical progress.
* Act as point of contact between customer and Denodo technical teams.
* Coordinate with other teams to achieve account growth, service utilization, and use cases.
* Ensure customers' deployment is documented and understood.
* Platform Adoption:
* Identity pain points and training required around product usage.
* Have regular communication and updates on Denodo capabilities.
* Provide product and feature guidance.
* Recommend advisory sessions, entitled/on-demand training.
* Customer Engagement:
* Provide point of contact for escalations related to the product.
* Coordinate the management and resolution of support tickets, with both customers and Denodo teams.
* Review enhancement requests with Product Management / Development.
* Ensure successful product feature adoption.
* Encourage and enable platform upgrades and migrations.
* Reporting & KPI's
* Implement and help customer maintain Dashboards to report on Product Adoption and Deployment details
* Maintain Customer relationship map in Salesforce
* Maintain and report on Customer Services Utilization and Training accomplishments
* Goal is to get Customer to consume all Services available to them
* Get all the Customer staff to take all the relevant training classes

Qualifications
* University Degree in information systems or computer science (Bachelor or Masters)
* ‎5+ years of demonstrated experience in a similar role
* Excellent verbal and written communication skills to be able to interact with technical and business counterparts.
* Good technical knowledge about different areas in a data management ecosystem.

Additional Information

Employment Practices
Denodo is an equal opportunity employer and prohibits discrimination and
harassment of any kind. All qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, sexual
orientation, gender identity or expression, pregnancy, age, national origin,
disability status, genetic information, protected veteran status, or any other
characteristic protected by applicable law. Denodo will provide reasonable
accommodation to employees who have protected disabilities in accordance with
applicable law.
We do not accept resumes from headhunters or suppliers that have not signed a
formal fee agreement. Therefore, any resume received from an unapproved
supplier will be considered unsolicited, and we will not be obligated to pay a
referral fee.