Head of Customer Success 12 Months Contract

Key Responsibilities:

1. Customer Success Management:

• Own and manage the existing portfolio of internal customers, ensuring high levels of satisfaction and engagement. Make sure existing customers are moving forward on their journey and that they are happy along the way. Make sure feedback is captured and made available in DataCore.
• Develop and implement strategies and processes to maximize customer success and retention.
• Act as the primary point of contact for key stakeholders, addressing their needs and ensuring their success with DataCore.

2. Onboarding and Adoption:

• Lead the onboarding team in guiding new prospects through the onboarding process.
• Develop and refine onboarding processes to ensure a seamless and efficient experience for new users.
• Leverage and help improve DataCore training and resources to help users understand and utilize DataCore effectively.

3. Operationalizing Data Mesh:

• Champion the operationalization of the data mesh with decentralized silver and gold product development.
• Leverage decentralized data ingestion tooling and best practices
• Collaborate with data product teams to establish best practices for data ingestion and product development.
• Support the development of silver data products on top of DataCore[SM1] [KL2]
• Maintain oversight of how different DataCore customers are using DataCore offerings to identify synergies across cases and help our Platform teams prioritize.

4. Platform Expertise:

• Maintain a deep understanding of DataCore's platform offerings, features, and benefits.
• Communicate the value proposition of DataCore to prospects and customers at various stages of the funnel.
• Stay up to date with platform updates to provide accurate and relevant information to users.

5. Process Ownership:

• Own and continuously improve the customer onboarding and adoption processes.
• Implement best practices and ensure scalability of processes as the customer base grows.
• Collaborate with all DataCore teams to ensure alignment and consistency in the customer journey.

Key Metrics for the role:

1. Onboarding Customer Satisfaction (CSAT):

• Measure DataCore onboarding customer satisfaction levels through surveys and feedback.
• Aim for a CSAT score of 90% or higher.

2. Onboarding Time:

• Track and monitor the time taken to onboard new customers from awareness to activation.

3. Customer Retention Rate:

• Monitor the activity rate of existing customers

4. Data Mesh Operationalization:

• Monitor the implementation and effectiveness of decentralized silver and gold product development and decentralized data ingestion
• Keep an overview of our operationalization of all aspects of DataCore including Data Governance best practices and tooling

Requirements

Required skills

Team Management

DataCore

Customer Success