Product Expert

3 weeks ago


Santa Cruz, California, United States Omni Analytics, Inc. Full time

We are seeking a highly skilled Product Expert to provide exceptional technical support to our customers. As a key member of our team, you will use your knowledge of data analytics and the Omni product to help customers solve data problems, learn best practices, and navigate the platform.

As a Product Expert at Omni Analytics, Inc., you will be the face and heart of the customer experience. You will provide personal attention and advocate for customers' needs while serving as their first line of help.

We take pride in providing stellar, high-touch technical support throughout the customer lifecycle. Your role will be to assist Omni's customers, potential customers, and partners via Slack, acting as the frontline as users navigate the product.

Key responsibilities include:

  • Becoming a deep expert in the Omni product and best practices
  • Providing proactive, positive, above-and-beyond technical support, digging deeper to find creative solutions that go beyond the surface of the questions being asked
  • Staying up to date on the latest product improvements and roadmap
  • Giving voice to customer needs in internal discussions with Product and Engineering
  • Partnering with Solutions Engineering to identify trends and proactively recommend product and tooling solutions to improve customer experience
  • Sharing deep knowledge of actual usage cross-functionally to inform how we develop and market our product
  • Surfacing feature requests and reproducing and reporting bugs reported by Omni users
  • Contributing to our community site, sharing design patterns, solutions, and troubleshooting guides to enable self-service
  • Creating delightful experiences for our customers, building trust-filled advisory relationships, and finding ways to make data teams more successful

Requirements include:

  • Love learning and problem solving; enthusiastic about helping and teaching others
  • Strong communication skills, both written and oral
  • Desire to work directly with customers on a daily basis
  • Passionate about working with and talking about data
  • Strong SQL skills; knowledge of SQL for analytics
  • 1+ years experience in data analytics and/or business intelligence preferred

This role is based in our Santa Cruz office, and allows for a hybrid schedule with 3 days/week in office.

We offer a close-knit team with extensive experience in the space, including founders from Looker and Stitch Data. Benefits include health, dental, and vision insurance, 401(k) Plan, and unlimited PTO.



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