Job Details

About Us

At Hydrolix, we are revolutionizing the world of data management and analytics with an innovative cloud data platform purpose-built for petabyte-scale datasets. Hydrolix enables organizations to slash their data costs while simultaneously increasing their data retention.

As we continue to scale, we're seeking an experienced Customer Success Engineering Manager to lead our Customer Success Engineering team in the Americas. If you are passionate about delivering exceptional solutions that meet each Customer's unique business requirements, then this role might be a perfect fit for you.

This is a technical role, where you will need to understand the Hydrolix ecosystem in depth. Your day to day will be working with the team to enable customers and partners to effectively leverage the Hydrolix platform. This will include Data Engineering, Data Architecture, Real-time stream ingestion, transformation, storage, querying and visualization of data as well as working with the various cloud technologies that support the Hydrolix platform will all be under your purview.

Responsibilities

As the Manager, Customer Success Engineering, your key responsibilities will include:

Leadership:

• Lead and manage a distributed team of CSEs that support the Americas Region. Provide performance, coaching and feedback, technical leadership and mentoring to the team members. Foster a culture of ownership, collaboration and continuous improvement.
• Partner with Leaders and teams within the Global Services team in other regions to share best practices, learnings and collaborate on global initiatives.
• Partner with the Sales team and other Services leaders to monitor account health and perform 100% of Services fulfillment.
• Perform annual performance reviews for individual team members
• Work with junior team members on professional development and mentoring

Operational Excellence:

• Drive operational efficiency through innovation, tooling, automation and best practices
• Own resource planning and resource assignment of CSEs for the Americas.
• Prioritize customer work in a dynamic environment with ever shifting priorities
• Track, report and continuously improve team metrics
• Ensure the highest level of service while the team is leading and delivering Customer projects. Ensure that each deployment, integration and configuration meets or exceeds Customer expectations

Partners and Customers:

• Be the escalation point for troubleshooting and resolve issues encountered across our customers, working closely with them via various channels such as Slack, Zendesk, Hangouts and Email
• Utilizing your expertise, provide guidance support and best practice insights to the team on how Customers can leverage Hydrolix to achieve their business objectives.
• Establish and build relationships with Customers and Hydrolix Teams by analyzing trends, gathering business requirements and developing and designing solutions.
• Partner with other Hydrolix teams to ensure and enable the development of product documentation, technical guides, training materials and blogs that will help support customer onboarding and the enablement of self-service capabilities.
• Interact with the Sales team and Customers to help provide implementation scope and estimates, create proposals and Statements of Work.

Qualifications

To excel in this role, the ideal candidate should have:

Basic Qualifications :

• 3 years of experience or equivalent in a customer facing environment such as Professional Services, Sales Engineering or Technical Account Management
• At least four (4) years of Customer Success Engineering, Professional Services or equivalent leadership experience
• Experience with SQL with the ability to write queries, review query optimizations and/or work with large data sets
• Primary fluency / bilingual proficiency in English along with excellent written, verbal, communication and presentation skills.h
• Ability to inspire, guide and lead a team
• Must be action oriented, capable of independently solving complex technical problems and able to communicate clearly and effectively to both technical and business audiences.

Desired Qualifications (a plus):

• Experience with Grafana (or other visualization tools), including building dashboards, templating and alerting
• Ability to travel 10-25%
• Familiarity with Linux, Kubernetes and Cloud Platforms (AWS, GCP, Azure, Linode)

Other Information

• Is relocation available for this position: No
• Is US Citizenship required: Yes or equivalent US work visa.
• Is Security Clearance Required: No

Hydrolix provides equal employment opportunities without regard to an applicant's race, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Hydrolix. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.