Client Success Leader

2 weeks ago

California, Missouri, United States RelationalAI Full time


At RelationalAI, we are pioneering the next generation of data-driven systems that learn, reason, and predict, utilizing our cloud-native relational knowledge graph management platform.

We are assembling a worldwide team of outstanding individuals who motivate and respect each other to fulfill our mission.

Our team is characterized by intellectual curiosity, problem-solving capabilities, and a proven history of achieving results. We place equal importance on the ability to adapt, grow, and tackle an evolving array of challenges and opportunities as we do on prior experience.

RelationalAI operates as a remote-first organization, having embraced a distributed workforce since inception. Our team spans six continents, supporting members wherever they reside, and we are proficient in the tools and processes necessary for distributed and often asynchronous work.

Position Overview:

This role is remote but requires candidates to be located within US time zones. This is a managerial role that necessitates previous leadership experience.

Key Responsibilities:


As a Client Success Leader, your initial months will be dedicated to thoroughly understanding RAI's offerings and assembling a high-performing Customer Support Engineering team to deliver the exceptional support our clients expect.

Your responsibilities will include:

  • Overseeing daily operations within the customer service department.
  • Establishing and monitoring customer service objectives.
  • Documenting processes to streamline customer interactions.
  • Responding to customer inquiries and feedback to enhance service quality.
  • Setting a clear vision and implementing strategies aligned with that vision.
  • Generating comprehensive reports on customer interactions.
  • Leading a small team of Customer Support Engineers.
Qualifications:

To be successful in this role, candidates should possess:

  • Familiarity with management methodologies.
  • Adeptness in managing a spectrum of urgent to minor support requests during business hours, including occasional off-hours and on-call responsibilities.
  • A minimum of 3 years of leadership experience.
  • A strong sense of accountability and ownership regarding customer issues.
  • Technical proficiency in understanding RAI's platform and how our clients utilize it to build, deploy, and manage applications.
  • Effective collaboration skills with Sales, Field Engineering, and Product Engineering teams to address and resolve customer challenges promptly.
  • A commitment to continuously refining processes, tools, and overall customer experience.
  • Strong communication skills to engage with all levels of customer personnel, including CTOs, management, developers, and operations teams.
  • Experience in providing valuable insights and guidance through various communication channels.
Technical Skills:


Candidates should be proficient in:

  • Timely triage of diverse issues based on error messages, log files, and other relevant data.
  • Troubleshooting performance issues related to customer technology and its integration with RAI technology.
  • Expertise in resolving complex tier 3 customer issues.
  • Understanding the customer's overall architecture and advising on client applications.
  • Efficiently troubleshooting environment issues primarily involving RAI, Snowflake, and Azure.
  • Knowledge of database technologies and/or graph database technologies.
  • Proficiency in programming languages such as Python and SQL.
Additional Requirements:

Candidates should have:

  • 6+ years in a customer-facing support role.
  • 3+ years of leadership experience.
  • A B.S. or M.S. in Computer Science, Engineering, or related technical fields is strongly preferred.
Why Join RelationalAI?

RelationalAI is dedicated to fostering an open, transparent, and inclusive workplace. We appreciate the diverse backgrounds of our team members. Our culture is driven by curiosity, innovation, and mutual support to help each other succeed and grow.

We prioritize the well-being of our colleagues and offer flexible working hours to help individuals maintain a healthy work-life balance, allowing them to thrive wherever they choose to live.

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