Customer Success Architect - Neo4j

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Job Title

Customer Success Architect

Job Location

Remote: Northeast US

Job Listing URL

https://boards.greenhouse.io/neo4j/jobs/4424376006?gh_jid=4424376006

Job Description

About Neo4j:

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.

At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart.

Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving it’s accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.

Our Vision:

At Neo4j, we have always strived to help the world make sense of data.

As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.

Job Overview: A Customer Success Architect (CSA) at Neo4j is a trusted technical advisor and advocate for our customers. Your primary objective is to ensure the success of our customers by providing technical guidance over Neo4j’s product features, solutions, and best practices. At the same time, you will also partner with Neo4j’s CSMs and cross-functional teams such as Product Management, Engineering, Sales, Renewals, and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives.

Job Responsibilities:

Advise our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer-term vision
Partner with our CSMs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. QBR, Executive Briefing, or Escalation Management)
Establish, build, and maintain trusted relationships at all decision levels within assigned accounts
Ability to manage multiple customers and tasks simultaneously
Advocate on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions
Provide regular status reports on the technical health of the project to internal stakeholders
Stay current on Neo4j’s portfolio of products and provide knowledge content to internal peers as well as on the Neo4j support portal
Focus on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, PS bookings, expansions, upsells, and new opportunities in the assigned accounts
Track time and effort of customer-facing CSA Activities
Contribute to customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.

Job Requirements:

6+ years experience in a customer success, sales engineering or technical account management role in a SaaS company, preferably in the big data, data science, database, or analytics space.
Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills.
Preferred Languages: Java, Python, JavaScript, Scala, .Net
Bachelor's degree or equivalent experience
Travel up to 20%

Why Join Neo4j?

Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j.

Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years.
Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history.
84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others.
Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success.
Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform.
A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers.
Neo4j was named as a Visionary in the 2023 Gartner® Magic Quadrant™ for Cloud Database Management Systems among 19 other recognized global DBMS vendors. Neo4j was also ranked as a Strong Performer among 14 top vendors in The Forrester Wave™: Vector Databases, Q3 2024.

Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues.

One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.

Neo4j Values:

Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:

(we)-[:VALUE]->(relationships)
(we)-[:FOCUS_ON]->(userSuccess)
(we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’]})
(we)-[:ASSUME]->(:Intent {direction:’Positive’})
(we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’})
(we)-[:DELIVER_ON]->(ourCommitments)

Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide.

More information at www.neo4j.com.

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