ABOUT NEO4J:

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.
At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart.
Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving it’s accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.

OUR VISION:

At Neo4j, we have always strived to help the world make sense of data.
As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.
Job overview: A Customer Success Architect (CSA) at Neo4j is an all-around trusted technical advisor and advocate for our customers. Your primary objective is to ensure the technical success of our customers by providing technical guidance over Neo4j’s product features, solutions, and best practices.

Job description and responsibilities: You will closely partner with Neo4j’s Customer Success, Solution Engineering and cross-functional teams such as Product Management, Engineering, Sales, Renewals Technical Support and Professional Services to help our customers accelerate time to value, maximize product adoption, and achieve their overall business objectives. Your responsibilities will include:

• Advising our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer-term vision.
• Working together with our CSMs and SEs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. Advisory Sessions, QBR, Executive Briefing, or Escalation Management).
• Maintaining an awareness of the customer’s unique implementations and project milestones, and disseminating that knowledge to other resources throughout Neo4j, as needed.
• Utilizing this awareness to proactively provide advice and consultation to customers on planned timelines and objectives.
• Establishing, building, and maintaining trusted relationships at all decision levels within assigned accounts.
• Managing multiple customers and tasks simultaneously.
• Advocating on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions.
• Being able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner.
• Providing regular status reports on the technical health of the project to internal stakeholders.
• Focusing on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, expansions, upsells, and new opportunities in the assigned accounts.
• Tracking time and effort of customer-facing CSA Activities, as well as technical deployment details for all assigned accounts.
• Contributing to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.
• Travel up to 20% (to customer premises or workshops/conferences)

GENERAL EXPERIENCE:

• 5+ years experience in a customer success, sales engineering, technical support, technical consultant or technical account management role in a SaaS company.
• A Bachelor’s degree in Business, Information Systems, Computer Science, or Engineering.
• Strong Customer facing experience with exceptional relationship and trust building skills
• Proficient in controlling customer situations, setting customer expectations appropriately, and creating resolution plans, as necessary.
• Demonstrated ability to understand technical/business issues and processes and to articulate the technical/business context of the Neo4j solution.
• A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills.
• High level of initiative, energy, curiosity and willingness to learn new concepts and technologies.
• Ability to work independently.

TECHNICAL EXPERIENCE:

• Experience in Relational or NoSQL database technologies.
• Hands-on experience in Java or JVM based technologies.
• Software life-cycle product implementation experience.
• Preferred Languages: Java, Python, JavaScript, .Net, Go.
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).

• Advising our customers as the technical expert on how best to leverage Neo4j’s suite of products to meet their current business objectives and align with their longer-term vision.
• Working together with our CSMs and SEs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. Advisory Sessions, QBR, Executive Briefing, or Escalation Management).
• Maintaining an awareness of the customer’s unique implementations and project milestones, and disseminating that knowledge to other resources throughout Neo4j, as needed.
• Utilizing this awareness to proactively provide advice and consultation to customers on planned timelines and objectives.
• Establishing, building, and maintaining trusted relationships at all decision levels within assigned accounts.
• Managing multiple customers and tasks simultaneously.
• Advocating on behalf of our customers within Neo4j particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions.
• Being able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers in a simple, succinct manner.
• Providing regular status reports on the technical health of the project to internal stakeholders.
• Focusing on achieving the targets on renewal rates (GRR), net retention (NRR), customer satisfaction, expansions, upsells, and new opportunities in the assigned accounts.
• Tracking time and effort of customer-facing CSA Activities, as well as technical deployment details for all assigned accounts.
• Contributing to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.
• Travel up to 20% (to customer premises or workshops/conferences