Technical Client Success Lead

Company Description

Remote US

BLEND360 is an award-winning, new breed Data Science Consultancy focused on powering exceptional results for our Fortune 500/1000 clients and other major organizations. We are a growing company—born at the intersection of advanced analytics, data, and technology.

Who we are:

People are everything here at BLEND360.  We are inspired by advancing our Client’s most critical initiatives, products and projects by matching our clients with the right talent. BLEND360 has been among the Inc. 5000 fastest growing companies 8 years in a row, and we’re very proud of our World Class NPS score. Our success is a direct result of our passion for advancing the careers of the talented people we work with every day. When you work at BLEND360, you will:

• Collaborate with a smart, passionate group of people who are invested in your success.
• Partner with an impressive list of clients, who value Blend360’s services and the world class experience we deliver with every engagement.
• Thrive with a company and leadership team who are committed to growth.

Job Description

As a Technical Lead, you will provide ongoing technical solutioning and consultation of the Customer Data Platform, applications and data products,  with the ultimate goal of driving the value and retention of our client’s customers.

The Work

You will be a trusted advisor responsible for mentoring your customers to do things more efficiently with our solution with a focus on product and business domain best practices, driving client best practices and sharing knowledge throughout the customer organization. You will also be a trusted coordinator for the Premium services account teamworking day to day with our customers.

The scope of services you will provide to Premium Services customers consists of a broad set of platform management tasks, which you will perform on your customers’ behalf, leveraging a deep understanding of the client product and your customers’ unique datasets and businesses. These tasks include ingesting new datasets, stitching, updating databases, performing QA, as well as analyzing and determining benefit, lift, and ROI messaging to the customer.

You will also work closely with customer stakeholders to support them in their own operation of the platform, through training as well as through regular interaction in the run state, and quarterbacking escalated technical issues in collaboration with our support teams to deliver timely solutions. You will coordinate with Support, Product, Engineering, & Client Services Management to ensure appropriate responses to your customers’ needs.

What You Will Deliver

● Provide Premium Services to a specific set of customers who have elected to pay for this service as incremental to pooled support

● Advocate for product changes and features that would simplify engagements and save us and customers time or money

● Program-manage multiple, concurrent post-implementation engagements varying in complexity

● Understand your customers from business and strategic perspectives - know their business, know their industry, develop an understanding of the client’s value proposition within this context across their client base

● Understand the client’s customers from a practitioner’s perspective - what does their day look like, what systems and technologies do they use, what are their pain points, and how can the solution drive the most meaningful results

● Unpack client use cases and develop alignment between use cases and overall client business goals and strategy

● Work with Client Services Management, Product, & Engineering to ensure the solution is built to be well-aligned with client needs and goals

Qualifications

• 5 years of client facing/management experience
• Intermediate to advanced in SQL and will be required to pass a SQL exam
• Experience with customer data platforms is a big plus (Amperity, ActionIQ, Segment, Tealium, Adobe, Salesforce are some common)
• Care deeply about issue ownership; operating at the level of concern and commitment you would expect from the customer themselves
• Build strong relationships with the customers in which you support
• Client-focused attitude
• Ability to communicate and present effectively over the telephone, via web-based presentations, and/or in person
• Excellent organizational skills and ability to multi-task across multiple streams of work
• Proactive, Resilient, and resourceful when solving complex problems
• Excellent communication, listening, presentation, and writing skills
• Ability to work well with others in a high-pressure environment
• Background in technical con