Posit (formerly RStudio) creates great software that helps people understand data and make better decisions in real-world applications. Our core offering is an open-source data science toolchain, and we aim to make it available to everyone, regardless of their economic means. Our customers are leading-edge innovators in analytics, machine learning, big data, and similar domains and generally work in R and Python.
All potential candidates should read through the following details of this job with care before making an application.
The Opportunity
In this Customer Success team you'll solve problems to enable data science teams to use our professional products. You will drive retention and increase adoption of our products by deeply understanding and responding to the specific needs of these customers.
Here are some of the ways you will support our customers :
- Educating users and decision-makers on Posit products
- Communicating regularly with customers about their adoption trends, sentiment, and opportunities for deeper engagement
- Managing renewal process and partnering with sales for account expansions
- Representing the voice of the customer to inform our sales process and product roadmap
- Marshaling resources across the Posit organization as needed to escalate customer issues, support customers’ needs, and to foster adoption
- Partnering with our Solutions Engineering team to ensure a successful roll-out of RStudio’s professional products at customers
- Finally, because of Posit’s position within the R community, you’ll contribute to, and be a champion of R, open-source data science, and our wider community of users worldwide
A bit about you :
You have previous experience in a similar role managing enterprise accountsYou can Identify opportunities that benefit the customerYou are familiar with tools such as Salesforce, for tracking account progress. (Other tools that would be beneficial are the Google Suite, Outreach, Scratchpad, and Confluence)You are interested in a non-traditional data-science oriented role involving R and Posit’s professional productsYou are internally driven by curiosity and continuous learning. You have proven that you can be entrusted with big decisions, and you strive to bring thoughtfulness and empathy to all of your workYou are humble and collaborate well with other people. You thrive in team settings and exhibit excellent communication and interpersonal skillsYou’re effective in a variety of communication settings : one-on-one, small and large groups, or among diverse styles and position levelsPlanning and prioritizing work to meet commitments aligned with organizational goalsYou have a track record of exceeding goals successfullyYou have an awareness of the latest trends in the broader data science field and may have experience in other analytic software (such as Python, MATLAB, SAS, or SPSS)Within 1 month, you will…
Complete your orientation and onboarding weekHave a good understanding of the existing CS playbooks and processesLearn about our software and skills necessary to set you up for successMeet with other team members and stakeholders in Sales, Solution Engineering and Technical Support to understand the customer lifecycleListen and learn from shadowing calls of other CSMsWithin 3 months, you will…
Begin working directly with a portfolio of customers to ensure they are maximizing their use of the Posit solutions and realizing valueMeet regularly with your peers, manager, and prospective customers to become an expert on the value of our products, talk track and the Posit customer experienceWork closely with the Sales team to identify opportunities for expansionBecome an expert with our internal tools and processesWithin 6 months, you will…
Execute the CS playbook to deliver success to customers, facilitate on-time renewals, and identify growth opportunities within your team’s book of businessMeet or exceed your retention and growth targets in coordination with the CS and Sales teamNavigate and execute most aspects of your role independently (though help is always available)Within 12 months, you will…
Be seen as a trusted business-advisor and Posit expert, making a significant impact on the Customer Success teamBe considered a top-performing CSM on the team by consistently exceeding your goals.Set an example for new CSMs, and assist in training, onboarding and motivating new team membersJ-18808-Ljbffr
