Sisu is a fast-growing technology company that is based on years of cutting-edge data systems research at Stanford. The Sisu analytics platform provides actionable insights to businesses from their data. We are backed by top tier investors including Andreesen Horowitz (a16z) and NEA.

Sisu is looking for a Technical Account Manager to join our growing team. In this role, you’ll be a part of our Professional Services team, working in partnership with our Customer Success Managers to guide and empower our platform end-users like Samsung, Coatue, Udacity, Gusto, Mejuri and many more.

Technical Account Manager acts as the technical arm and trusted advisor for our clients post-sale as well as the first line of defense for customer questions. As a Technical Account Manager, your goals are centered around the overall success of our customers on the Sisu platform. You’ll spend your time working directly with our client base to troubleshoot issues, help with data connections/transformations, and educate them on our analytics results and processes.

As clients become more and more successful with Sisu your role will also entail helping to identify and scope new use cases along with working directly with business champions and executive sponsors. You will work closely with our Technical Account Manager as the technical account team partner to demonstrate the value of Sisu in business discussions and to identify any growth opportunities. Internally, you will work cross-functionally with our sales, product, engineering, and marketing teams.

What you'll accomplish

• Become a trusted advisor and act as a technical resource for clients for Sisu best practices
• Act as a customer advocate internally, develop champions within accounts, and identify potential customer references for the marketing team
• Collaborate with Customer Success Managers, Product, and Engineering as necessary to resolve customer issues
• Manage customer issues and provide updates, status and next steps through email on a regular cadence through various communication channels (Slack, Zendesk, Jira, Project Mgmt Tools)
• Meet support SLAs
• Create and maintain high CSAT scores
• Create customer-facing documentation and maintain Sisu’s external knowledge base
• Participate and provide feedback during customer quarterly business reviews
• Triage and manage customer escalations
• Develop and identify new use cases and grow customer accounts, assist in finding areas where Sisu can deliver value to ensure and expand renewal opportunities
• Define internal support processes and iterate towards greatness
• Work closely with the product team to identify customer needs and assist in defining customer roadmap
• Maintain a highly organized and accurate task list, visible to management and other project resources engaged

What you'll need to be successful

• Hands-on 2+ years of recent customer-facing technical roles (support, account management, consulting, or related discipline) is required, SaaS analytics experience is preferred
• Strong technical skills are required. Proficiency in multiple technical areas is required such as SQL query authoring, relational databases, business analytics fundamentals, and data visualization/dashboarding
• Exceptional analytical and quantitative problem-solving skills to work with structured and unstructured data
• Customer centric mind to take the time to gather information about a customer’s experience and think about ways to improve that experience
• Excellent interpersonal and presentation skills with strong verbal and written communication
• Ability to work and stay connected with various internal and external cross-functional teams
• Ability to prioritize and execute in a high-volume and fast-paced work environment and meet multiple deadlines
• Passion for Sisu Values of Iterate Toward Greatness, Deliver WOW, Take Ownership of Outcomes, Express Yourself, and Uphold Trust
• Resourcefulness, creativity and strategic thinking for troubleshooting problems
• Dedicated to life-long learning and understands the importance of coaching
• Strong attention to detail and documentation
• Comfortable in supporting and working with global customers across many time zones

For a Technical Account Manager, there’s no better environment to advance your career, develop your skills, and make an impact along the way. As a member of this team at Sisu, you’ll have the chance to work with global leaders, learn from industry experts, and help build an amazing, eclectic, and supportive organization.