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Customer Experience Specialist

2 months ago

San Francisco, California, United States Tellius Full time
About the Role

We are seeking a highly skilled Senior Customer Experience Engineer to join our team at Tellius. As a key member of our organization, you will play a critical role in supporting our customers and driving the adoption of our analytics platform.

Key Responsibilities
  • Support: Provide exceptional technical support to our customers, answering questions, troubleshooting complex issues, and collaborating with our engineering team to resolve issues.
  • Enablement: Help customers get started with using Tellius by providing how-to assets and show-n-tell sessions.
  • Success: Work with customers to develop use cases on Tellius and drive adoption of our platform.
  • Collaborate with cross-functional teams to create a first-class experience for users of our product.
  • Develop best practices documents, tutorials, videos, tools, and processes to support customers.
  • Collect customer feedback for product improvements.
  • Work closely with PM and Development teams to plan, prioritize, and track features and releases.
  • Own the communication of issue acknowledgment, resolutions, product enhancements, roadmap, and other developments to customers.
Requirements
  • 5 years of in-depth experience within the Data Analytics / Business Intelligence (BI) / Databases domain.
  • Strong fundamentals in Computer Science and Databases.
  • Proficient in SQL and Data Modeling.
  • Understanding and working knowledge of Python, HTML, JavaScript, R, Spark, etc.
  • Experience with performance troubleshooting such as queries, browser freeze, system/service restarts, etc.
  • Experience working with Snowflake, Redshift, and BigQuery.
  • Experience working on GCP, AWS, and Azure.
  • Experience building repeatable processes for customer issue resolution.
  • Ability to work across teams - Engineering, PM, Sales Engineering, and Customer Success.
  • Working knowledge of agile development methodologies.
  • Flexibility and willingness to step outside of traditional roles as needed in a fast-paced startup environment.
  • Team player with a can-do attitude.
  • Very strong written and oral communication skills and polished presentation skills.
Preferred Qualifications
  • Experience with AI, predictive analytics, and the machine learning landscape.
  • Bachelor's degree in Computer Science, Mathematics, Statistics, and/or related field.