Customer Success Manager

About Ohalo

Ohalo is a fully remote company founded in 2017 to create order out of data chaos. Our Data X-Ray is a market leading data discovery and classification tool, enabling our clients to keep their data protected using generative AI, natural language processing, and machine learning. We’re also exploring product offerings in the enterprise LLM space.  

You'll be helping to protect the data rights of millions of our clients' customers as the newest member of our talented team. 

To find out more about working at Ohalo and our values, please visit https://www.ohalo.co/about 

Location:  Remote, North America (US East Coast time zone is preferred but not a deal breaker if you are located elsewhere)

Reporting line:  Head of Go to Market team

Travel requirement:  From time to time you will need to travel to customer sites as required by the customer both domestic (3-4 times/year and internationally (1-2 times/year)).

You’re ready to:

• Manage/deliver customer use case demand plan on ongoing basis for customers.
• Develop mutual success plan that covers all activities of all customer-facing technical roles and teams to cover the below work streams:
• Main use cases moving from ‘win’ to production
• Enablement / growth plan
• Product adoption (strategy and activities to increase adoption of Data X-Ray)
• Organic needs to achieve ROI goals (data migrations, cloud storage cost reduction, AI governance, classification, etc.)
• Executive and operational governance
• Manage a high volume of projects and keep relevant notes regarding use cases that customers are pursuing now and in the future.
• Interact on a daily basis with many customers and juggle different requirements and implementation time lines across customers.
• Be the voice of the customer internally by interacting with our implementation engineering team and product team and provide feedback.
• Stay current on, product features and functionality; platform changes and partner technologies by attending product release meetings and knowledge share sessions, and other enablement activities to improve product knowledge.
• Read and use online resources to supplement other enablement activities.
• Contribute to the growth and evolution of customer deployments by sharing customer/vertical insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption.

You are:

• The first contact for any technical issues or questions related to production/go live status of agreed upon Use Cases within an account, oftentimes services multiple use cases within the largest and most complex organizations.
• Extremely organized and deadline focused—always keep pushing the ball forward on the customer's behalf. This means both at the customer's organization and within Ohalo.
• Able to create well organized, professional, and attractive business and technical presentations to help clients sell their use cases internally.
• Technically minded.
• Able to communicate with senior client leaders at Fortune 2000 companies (typically enterprise architects, head of privacy, chief data office staff, and occasionally C-Suite executives)
• Communicative and resourceful about solving problems from a business and product perspective, with a strong focus on delivering ROI and value to our clients.
• Excited to work remotely.
• Trustworthy, self-driven, and able to work towards goals. We embrace flexibility and agency. We don’t track time, we recognise results.
• Enthusiastic and willing to become a part of a growing team and people-focused culture.

Requirements

Must haves:

• Experience in a customer-facing pre-sales, technical architecture, customer success, or consulting role
• An understanding of how to attribute business value and outcomes to specific project deliverables
• Technical program, or project management including account, stakeholder and resource management accountability
• Experience resolving complex and important escalation with senior customer executives
• Technical background with knowledge of enterprise IT architectures.
• Very good proficiency with creating technical slide decks.
• Project Management aptitude.
• Native level English language skills.

Additional non-essential, but highly desirable characteristics:

• Big Four / Big Three consultancy experience.
• A technical degree or similar demonstration of technical understanding (we do not value educational achievement per se, we want to make sure you can credibly present to a Senior Enterprise Architect at a client).
• Knowledge of data related regulations such as PII, PCI, GDPR, CCPA, etc.
• Experience in data governance technology implementation in the enterprise/government.

Ohalo is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We will provide reasonable support whenever it is required, in order to enable you to make an application, and throughout the recruitment process. Please use the application form to let us know should you require any assistance, or contact us in advance: careers@ohalo.co

Ohalo does not accept unsolicited resumes from any sources other than directly from a candidate. Ohalo will not pay a fee for any placement resulting from the receipt of an unsolicited offer, even in a situation where Ohalo employs the relevant candidate.

Benefits

💰 Competitive Pay based on your experience level, skills and location (US$80k-110k)

📈 Meaningful Equity as a fast-growing Series A company

💻 New workstation & home office stipend

👩‍⚕️ Health Care Plan (Medical, Dental & Vision)

💵 Retirement Plan (401k, IRA)

👨‍💼 Life Insurance

🏝 25 Days Paid Vacation

🏡 Flexible & Remote working style with meeting space in London,UK and Atlanta, GA, USA - if convenient/desired