Senior Software Engineer

nAs a Senior Customer Success Manager, youll partner with Solution Architects and Account Executives to help customers adopt Vendias innovative Universal Application platform. Youll contribute to all stages of the customers buying and adoption journey, from preparing for success during pre-sales discovery and use case exploration through delivering success during post-sales onboarding and advising. You’ll also help to define and refine the customer journey, based on experience unlocking key strategic accounts.  As an expert in both the customers business objectives as well as Vendias capabilities, youll be well positioned to help customers maximize Vendia’s value proposition. nnWorking closely with a Solution Architect on every customer account, youll help customers work through challenges that could derail their adoption or limit usage and work with support teams in ensuring customer issues and questions are resolved.  Youll routinely harvest product suggestions from your depth and breadth of customer engagements and communicate these back to the product management team, creating a feedback loop of product optimization that helps delight existing customers and opens new sales opportunities. Most importantly, you are the customers go-to point of contact to create a sense of trust and future of success by building on Vendia.nnVendia is seeking a Senior Customer Success Manager with extensive public cloud and/or Software as a Service (SaaS) experience. Qualified candidates will have spent many years in a customer-facing role enabling companies to adopt innovative offerings and industry best practices. You should be an exceptional communicator and organizer, and be comfortable in front of senior/executive level technical and non-technical customers. You should routinely produce compelling, technical collateral such as getting started guides and best practice whitepapers and use it to enable customer success.nnWe are a virtual company seeking U.S.-based employees who can operate within +/- 3 hours of the US Pacific Time Zone.nnAs a Senior Customer Success Manager, you will be responsible for:nnnDesign and establish repeatable customer success processes, including repeatable approaches to engage customers and approach for collaborating with teams across VendiannGrow and develop customer success team members by creating aligned personal and team goals that establish a mature and influential customer success departmentnnLeading other customer success team members to ensure the success of the customers experiencennInfluencing intent to renew and expand through collateral, presentations, customer-specific TCO, and other analyses, and developing new ways to influence that intentnnLeading data-driven conversations to assist clients in performing projections related to cost, consumption, and return on investmentnnDemonstrating relentless customer obsession, viewing customer success as your own, and advocating internally for customer features, capabilities, and needsnnBuilding organizational alignment by partnering with solution architect, sales, and marketing teams to create compelling content that accelerates buying decisions and positively impacts customers throughout their journeynnEngaging support and engineering teams to assist in addressing customer questions or issues, including tracking them through completion.nnImproving adoption rates and customer satisfaction by creating Getting Started guides, improving existing (and producing new) documentation where necessary to augment the engineering teams outputs, and refining the overarching methodology for customer experiencennConduct regular touch points with customers for timely onboarding, understanding success criteria, and showcasing product evolutionsnnProvide measurable success across key outcomes within focus: nnnnCustomer trust, sentiment, and net promoter scorennCustomer usage growth nnCustomer use case expansionnnnnnnn nnMinimum Requirements:nnn5+ years experience as a customer success manager, technical account manager, or technical consultant with direct customer-facing responsibilities using public cloud or SaaS technologiesnnExperience in customer management, escalation management, and defect triagennTrack record of success in growing customers through guiding them to increase product usage and identifying upsell/cross-selling opportunities nnAbility to plan projects, communicate status, and deliver resultsnn4 year undergraduate degree in a technical field or equivalent experiencennProfessional written and verbal communication skillsnnnnnPreferred:nnnPrior experience at a startup or similar fast-paced environment, ideally with cloud-based applications, infrastructure services, and/or enterprise SaaS offeringsnnTransparent work products, such as: published books or blogs on industry topics of interest; YouTube videos of public speaking engagements, such as conference presentationsnnExperience supporting enterprise customers in one or more of: cloud operations, technical support, escalation management or IT consultingnnnnn nnAbout VendiannVendia is the only real-time data cloud company that enables customers to free critical data stuck in traditional applications, data stores, cloud service providers, and other silos. We provide the undifferentiated services and infrastructure necessary to share data safely and securely. By combining serverless blockchains, ledgers, access control, smart APIs and more, Vendia delivers governance and compliance with industry standards, allowing companies to focus on what matters most: their customer experience.nnOur customers span industries  from automotive and food & beverage, to travel, hospitality, and not-for-profits. They use Vendia to solve challenging data sharing and data integration problems: real-time supply chain and logistics tracking, settlement of physical and digital contracts, consolidating the data needed to drive AI/ML inferencing, and more. Our employees helped create industry-changing services like AWS Lambda, DynamoDB, API Gateway, and many more. We are taking that expertise and continuing the tradition at Vendia. We build disruptive, innovative technologies that combine the best of Serverless, distributed ledgers, and massively scaled cloud-based services that deliver business value to our customers.nnVendia is a rapidly growing, minority-owned startup headquartered in San Francisco and Seattle, serving the needs of enterprises around the globe. Our recent $30M Series B investment has enabled us to accelerate our vision of multi-party data sharing, and we are growing rapidly. We embrace remote workers but also love interactive development. Our culture is dynamic, with a focus on rapid, iterative delivery and continuous learning from customer engagements. Most importantly, we are a “succeed or fail together” company – everyone here plays nicely with each other, a culture weve enshrined in our Kind Humans Policy, and a key requirement for all job applicants. nn#Salary and compensationn No salary data published by company so we estimated salary based on similar jobs related to iOS, Mobile, Senior, Engineer, Backend, Digital Nomad, Design, Cloud, Marketing, HR, Testing, Sales, Scala, SaaS, Serverless, API, Developer, Database Admin, Accounting, Ruby and Legal jobs that are similar:nn $60,000 $120,000/yearn

Tagged as: Account Executive, Account Manager, Customer Experience, Customer Success Manager, Developer, mobile, Software Engineer, Technical Account Manager, Technical Consultant