Customer Success Engagement Manager

Viaduct is hiring a Customer Success Engagement Manager to lead customer engagements and analytics projects, ensuring customers realize value from its manufacturing-focused software. The role manages customer relationships and project delivery, collaborates with product, engineering, and data science teams, and supports solution architecture, pre-sales, and implementation activities.

Responsibilities:

• Lead and oversee customer engagement(s), consulting and/or analytics projects from inception to completion, ensuring timely delivery and high-quality outputs
• Develop and maintain strong relationships with customers, understanding their needs and translating them into actionable analytics solutions
• Collaborate and provide expert guidance to the product, engineering and data science teams, fostering a culture of continuous learning and improvement
• Ensure the alignment of analytics projects with business value
• Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines
• Present findings and recommendations to senior management and customers, effectively communicating complex data insight resulting in business value
• Develop strategy and lead execution of customer engagement extensions and renewals
• Stay updated with the latest trends and technologies in data analytics and apply them to improve our software
• Work with customers to gather software requests and prioritize backlog with product teams
• The Solution Architect will engage with business teams to translate business visions into realistic technical implementations while also working closely with our customers to identify and pilot value-based use cases
• The role combines technical prowess, strategic vision, and a deep understanding of AI to drive successful implementations in the automotive domain
• The Solution Architect has a focus on pre-sales activities with continuation through any PoCs. In addition, the position will support the Customer Engagement Lead where needed throughout the delivery of an engagement
• The Solution Architect will bridge the gap between cutting-edge technology and practical business outcomes, ensuring that our AI solution moves beyond proof of concept and into production
• The solution architect owns the responsibility for our demo structure, components, environment and overall availability. In addition, the role owns demo delivery to current and prospective customers
• The solution architect will attend, participate in and lead activities for various on-site and virtual conferences and webinars
• Follow our policy and procedure documents related to security and privacy
• Follow the guidelines in the Employee Handbook
• Participate in new hire and annual training for security and privacy
• Treat data security and privacy as one of your primary job responsibilities
• Report Security Incidents you discover as bugs

Requirements:

• 7+ years of experience in data analytics, with at least 5 years in a leadership role
• Proven track record of managing and delivering large-scale analytics projects with diverse teams
• Experience in customer-facing roles and the ability to build and maintain strong customer relationships
• Demonstrated ability to innovate and drive business growth through analytics
• Ability to manage multiple projects simultaneously
• Exceptional communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders
• Prior experience using data analytics software and programming languages such as SQL, Python, R, and/or Tableau
• Strong problem-solving skills and the ability to think strategically
• M.S. or Ph.D. in Data Science, Statistics, Computer Science, or related field
• 3+ years of Experience working at a big-3 consulting firm
• Knowledge of machine learning algorithms and predictive modeling techniques
• Familiarity with advanced technologies such as Hadoop, Spark, and cloud platforms like AWS or Azure
• Knowledge of manufacturing operations, supply chain, service operations or quality management a plus