Customer Success Lead
2 days ago
**Job Description: Customer Success Lead**
**Introduction**:
Join the growing team at DataProphet, an award winning, venture backed manufacturing specialist AI company where, through your success you will be able to have a substantial impact upon the company. Our highly qualified A-team is developing and implementing cutting edge AI value-based solutions which have a measurable impact upon our customers in the manufacturing industry.
As recognized by the World Economic Forum and Forbes in 2021 as one of the Top 15 AI startups that are disrupting their respective industries, DataProphet has helped customers around the world, with pre-emptive actions, to reduce their cost of non-quality by an average of 40 percent. We pride ourselves on understanding manufacturing and that real impact is achieved with pre-emptive actions because real-time is often too late.
**Role overview**:
DataProphet is looking for a Customer Success Lead to build out and grow the Customer Success Team. The Customer Success Team looks after the support and operations of DataProphet products and their ability to provide value for DataProphet customers and partners. The role of the Customer Success Lead starts with running a successful commissioning test, training customers in the use of the system, administering various data components, and driving continuous use of the AI service within the customer’s operational environment.
**Mission**:
The mission of the Customer Success Team is to ensure that DataProphet provides impactful value to our customers through DataProphet's products and services.
Core aspects of achieving this include:
- Helping customers understand the return-on-investment (ROI) mechanisms which showcase how DataProphet products add value.
- Enabling fast time to value through equipping customers to easily adopt DataProphet products in their workflows.
- Unlocking additional value from customers' process data and guide focus on areas for process improvement.
- Diagnosing issues with customers' data integrity and data flow.
- Identifying opportunities for customers to improve their benefit from digital upliftment through DataProphet products.
- Continuously enhancing customer experience through frequent customer engagement.
- Identifying pain-points and advocating for customers to help improve DataProphet products for customers.
**Primary roles and responsibilities**:
Your role and responsibilities at DataProphet will involve:
- Understanding the products in DataProphet's product suite in terms of what they offer and how they work together.
- Becoming intimately familiar with the inner workings of the DataProphet products by solving real-world problems.
- Ensuring that the customer success team is well equipped to:
- Run onboarding workshops and issue user manuals to educate DataProphet customers on our products.
- Assist with product configuration and interfacing during installation and commissioning.
- Regularly report on product performance, issues, and utilization by customers.
- Provide high quality support for DataProphet customers and partners.
- Establishing and contributing to DataProphet's knowledge bases for customers, partners, and internal teams.
- Advocating for the customer by ensuring that issues and common pain-points are addressed in product development.
- Maintaining and reporting on an up-to-date view of customer sentiment toward DataProphet products.
- Line management of the customer success team (to be 4 people).
**Competencies**
Familiarity with some of the following would be advantageous, but is not a requirement:
- Operating systems: Linux, Windows server
- Programming languages: Python
- Scripting languages: Bash, Powershell
- Cloud technologies: AWS, Alibaba Cloud
- Applications: Git, PostgreSQL, Docker, Airflow
- Monitoring: Grafana/Prometheus, Kibana/Elasticstack, Sentry
**Qualifications & Experience**:
- Minimum bachelor's degree in a STEM field such as engineering or computer science.
- 3 or more years work experience in a similar role
- Professional communication skills, including proficient reporting and documentation skills.
- Knowledge of / experience with computer programming languages, such as Python.
- Proven ability to deliver on multiple disparate tasks and projects.
- Critical thinking and the ability to independently solve problems, even under pressure.
- Project / Stakeholder management skills.
- Basic knowledge of the operation of manufacturing processes, for example cast iron foundries.
**If you’re a good Fit, you probably**
- Get along well with others.
- Enjoy having fun and thinking creatively.
- Have an interest in technology.
- Thrive in a dynamic and growing team.
- Are comfortable juggling multiple projects at once.
**Why join DataProphet?**
We are a small but diverse and very ambitious team who are passionate about what we do and aligned in our vision to create inspiring change in the world around us. We spend our days solving challenging technical prob
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