Imply: Technical Success Manager

Imply is behind a data platform that’s used at some of the largest companies in the world to answer complex questions from trillions of events and data points in less than a second. To power our platform, we build and maintain Apache Druid, an open-source real-time analytical database used at thousands of companies. Our customers use Imply to answer questions from “What do tweens in North Carolina who listen to Justin Bieber like to buy“ to “What updates to our infrastructure have caused the CPU to spike when some customers from Europe hit our servers” to “Why are we seeing an increase in traffic going through our backbone from Japan as opposed to being routed internally?”

We’re looking to hire a Technical Success Manager (TSM) in the West Coast to engage with our growing customer base.  The TSM is expected to be able to work with various personas:

  • Technical and Business Decision Makers –  Folks who will make the decision to sign off on using Imply.
  • Analysts –  Using the platform to get insights to give value for their business
  • Platform Administrators – Maintain and ensure the platform is up and running

What you’ll be doing at Imply:

  • Manage customers projects – setting proper expectations
  • Educate customers how to engage with the customer success organization
  • Document customer’s engagements and platform environment
  • Facilitate cadence calls to ensure progress with current projects and exploring new ones
  • Present product roadmaps and EBR
  • Become a “Source of Truth” for customer information within Imply
  • Interact with Product, Engineering, Sales, Marketing, Support and Services
  • Assist in facilitating support escalations
  • Providing insight to new use cases that customers can leverage with the Imply platform

Required experiences and skills:

  • Self starter and is able to absorb information quickly
  • Organization and process oriented
  • Concise communication, write great summaries
  • Able to socialize ideas
  • Experience with distributed system architecture
  • Desire to “roll-up-your-sleeves” when a customer has an issue and help do initial triage or resolution when needed
  • Leveraging your knowledge to help customers get over technical hurdles while expanding their use of the Imply platform
  • 5+ years in customer facing roles – Support/Services/Product Management, Sales Engineering
  • Escalation management and strong project management fundamentals
  • DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers

Having these will set you apart as a candidate:

  • Excited about learning cutting-edge technologies
  • Experience working within support and engineering process
  • Knowledge and experience with big data architecture on-premise and in cloud environments like AWS
  • You have hands-on experience with Linux, Streaming applications (Kafka/Kinesis) and Hadoop
  • You are not afraid of travel and want to build long-lasting personal relationships with our customers
  • You like the start-up environment
  • You LOVE technology and want to learn all about Druid and Imply
  • You can’t stop smiling when your favorite customer volunteers to pen a customer story

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.