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Customer Success ManagerSan Jose, California, United States

Edison

Customer Success Manager

San Jose | California | United States

THE ROLE:

At Edison, Customer Success Group (CSG) is viewed as a combination of Customer Solutions and Customer Support. CSG team members work alongside internal teams to not only deliver relevant data solutions and insights to our customers but also ensure customers' ultimate success with the use and application of those insights. This position would be based in one of our offices: New York City, Denver or San Jose.

YOU:

You are a highly analytical, execution-oriented, and collaborative individual who can balance customer relationship management professionalism with an adept technical understanding of big data and its ability to deliver insights across multiple verticals. You have a "roll-up-your-sleeve" and "get-your-hands-dirty" kind of an attitude and are able to seamlessly transition from working at a transaction level detail to executing long-term account strategy. You can imagine yourself thriving in the fast-paced, highly experimental environment of a data science startup that is moving to become the worlds leader in consumer insights for the thriving digital world.

RESPONSIBILITIES INCLUDE:

In this role, you will be responsible for all aspects of client relationship post-contract and throughout the customer lifecycle. You will become the client's trusted advisor by delivering technical support and product training, tailored to the client's unique use case.
• Communicate regularly and proactively with clients and deliver timely and appropriate responses to incoming requests.
• Technical representation of Edison products, including data structure and source; nuances to analyzing the data; email receipt opportunities and limits; and accurate knowledge of key panel and transactional statistics.
• Value representation of Edison products, including breadth, recency, and agility of data vis-à-vis varying client use cases.
• Derive insights from the client's data using our new Trends platform and ensure timely delivery of the data/insights.
• Understand and get to know our client's insights needs and help deliver relevant and actionable research or answers to those needs using the data from Trends.
• Maintain familiarity with clients' contract terms and scope.
• Track and manage open client issues, including across relevant internal teams, where necessary, to ensure timely and appropriate completion.
• Troubleshoot basic questions relating to product using knowledge of data specifications, FAQ references, and analysis best practices.
• Contribute to the development of company goals, growth and profitability targets by executing on expected performance metrics and being an active member of the team and culture.

REQUIRED SKILLS:

• 4+ Years technical account management experience with a track record of driving customer success and aligning with client's data science environment.
• Familiarity with panel data, consumer insights and e-commerce are essential.
• Ability to understand client requirements and use cases across a variety of verticals.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
• Extremely well-organized with an ability to work well under pressure.
• Strong team player as well as a proactive individual contributor.
• Ability to grasp basic technical concepts.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.
• BA or BS degree in data, business or relevant field.
• Experience working with big data products.
• Ability to handle and process data in Excel is a must.
• Working knowledge of SQL is highly desired.

COMPENSATION & BENEFITS:

• Highly competitive salary and benefits.
• Stock grants pre-IPO at a company backed by top investors.
• Take unlimited, responsible vacation.
• Opportunity to work as part of a small team where you can bounce around ideas in an open, fast paced, fun environment.
• Being on the cutting edge of an upcoming space and making an impact on the next generation of AI.

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