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Director, Customer Solutions

Company: Vividcortex
Location: Arlington
Posted on: August 17, 2019

Job Description:

About VividCortexVividCortex provides deep database performance monitoring to drive speed, efficiency and savings. Our cloud-based SaaS platform offers full visibility into major open source databases - MySQL, PostgreSQL, Amazon Aurora, MongoDB, and Redis - at any scale without overhead. By giving entire engineering teams the ability to monitor database workload and query behavior, VividCortex empowers them to improve application speed, efficiency, and up-time.Founded in 2012, and headquartered in the Washington, DC metro area with remote teams in the US and abroad, our company's growth continues to accelerate (#244 Inc. 500). Hundreds of industry leaders like DraftKings, Etsy, GitHub, SendGrid, Shopify, and Yelp rely on VividCortex. We know our team is our greatest strength so we support our people with excellent benefits including 401k, professional development assistance, flexible paid leave (vacation, parental, sick, etc.), and a health/wellness benefit. We enjoy getting together and giving back to the community through volunteer services. We believe in offering every employee the tools and opportunity to impact the business in a positive way. We care about inclusiveness and working with people who help us learn and grow.About the RoleVividCortex is looking for a Director, Customer Solutions to deliver a compelling, easy and consistent experience to our prospects and customers. Technically proficient and knowledgeable, and comfortable in a customer-facing role, this person is a skilled communicator, focused on sharpening our value proposition, demo, and delivery to technical users, managers, and buyers. The ideal candidate will have a deep understanding of database technology and its business value, and a passion for helping our customers solve their complex business issues from strategy to execution. This function manages the Customer Success team and reports to the CEO.This opportunity is located in Arlington, VA.Responsibilities

  • Engage customers in technical database consultations to ensure correct deployment, diagnose and identify problems, and solve performance issues with VividCortex.
  • Train customers and promote features and functionality of VividCortex to enable users to successfully meet organizational goals.
  • Put technical and business knowledge to work by meeting with strategic customers, partners and prospects to discuss how VividCortex can meet their needs.
  • As feasible and required, attend industry and partner conferences, speak about/demo VividCortex to current and future customers and influencers both informally and on panels and webinars, and blog and create content such as presentations.
  • Define what success means to customers and define a crisp set of metrics, outcomes, and activities that ensures we're delivering real customer success.
  • Create a coherent strategy to deliver customer success in a repeatable and scalable manner. Prioritize, resource, and execute on the strategy.
  • Hire, train, manage, and mentor a team of technically proficient customer success engineers.
  • Drive team to train users, grow adoption, remove friction points, engage at-risk customers, and increase customer lifetime value.
  • Work with sales and engineering to get a deep understanding of customers' database monitoring needs, and how we can better develop and deliver customer solutions, both directly and indirectly via partners.
  • Gather evidence from customers and prospects, and make recommendations of high-value product features and enhancements that strengthen our value proposition.
  • Work with CTO, product, sales, engineering and marketing to develop a technology strategy that addresses customer pain points and market opportunity.
  • Identify and address product/documentation improvements that reduce friction and time to value for the customer.Preferred Qualifications
    • 10 years of relevant experience in technical and customer- or people-focused leadership roles such as product management, partnerships, customer success, or engineering management
    • Must have a technical background, and experience working with a database such as Oracle, MS SQL, MySQL, Postgres, or MongoDB and/or database administration and site reliability engineering
    • Excellent oral and written communication skills, preferably with experience conducting webinars, public speaking and blogging
    • Experience in data analysis and using SaaS customer success metrics
    • Experience with Enterprise data transformation and/or cloud migration
    • Experience working in a start-up/new tech environment
    • Experience managing a distributed team directly and indirectly
    • Must be able to travel regularly (up to monthly) to customer and industry gatherings
    • Bachelor's Degree in Engineering or BusinessNote to Agencies and Recruiters: VividCortex has a strict company policy against engaging with unsolicited contact from agencies or recruiters. Unsolicited resumes and leads are property of VividCortex and VividCortex explicitly denies that any information sent to VividCortex can be construed as consideration.

Keywords: Vividcortex, Washington DC , Director, Customer Solutions, Executive , Arlington, DC

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