Sr. Customer Success Manager (Canada Remote)

Preferred Location(s): Toronto, Montreal, Vancouver, Ottawa
About Us
Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Campbell, CA, and Bangalore-based Acceldata has developed the world's first enterprise Data Observability Platform to help enterprises build and operate great data products, eliminate complexity, and deliver reliable data efficiently.
Acceldata's solutions have been embraced by global customers, such as Oracle, PubMatic, PhonePe (Walmart), Verisk, Dun & Bradstreet, and many more. Acceldata investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, and Emergent Ventures.
Position Summary
You will be the primary post-sales point of contact for designated accounts holding end to end responsibility for successful onboarding, ongoing support and serving as single point of contact for the assigned accounts for all post-sales engagements.
In addition to designated accounts, the responsibilities for this position include monitoring the global ticket Q (Salesforce ticketing) during timezone (US EST & PST) hours to ensure no tickets miss SLAs by providing a quick and useful first response/resolution. The person will also serve as a single point of contact for all technical escalations arising out of the North America region and working with global teams for seamless 24x7 handling of escalations.
We’re looking for someone who can:

• Participate in daily hand-over and transfer meetings with global teams to ensure all open tickets are proactively managed and SLAs are met
• Work proactively with the global team to ensure smooth handling/transfer of work in a seamless manner in 24x7 operations (including weekends when necessary)
• Deliver Service Review presentations Onsite to align Acceldata services with customer business initiatives and priorities
• Deliver on KPIs (CSAT, NPS, time to value, time to resolution) for the designated accounts
• Manage high visibility escalations by taking charge of the situation, clarifying the next steps and having clear/frequent communication with all stakeholders
• Hold regular meetings, reports, follow up, and ensure action items are completed in a timely manner
• Drive down 1st response time and 1st resolution time SLAs

What makes you the right fit for this position?

• Experience in managing customer expectations and escalations
• Detail-oriented approach with strong follow-through abilities
• 5+ years experience in a B2B SAAS environment with a focus on cloud technologies and Kubernetes
• Hadoop/Kafka knowledge preferred
• Ability to juggle multiple responsibilities and projects under tight deadlines
• Databricks/Snowflake experience and expertise required
• Hands-on technical skills in Hadoop and ecosystem components
• Experience in optimizing hadoop infrastructure, AWS/Azure/GCP/Kubernetes experience required
• Ability to decompose complex problems into manageable chunks and create a project plan

Acceldata is an equal opportunity employer
At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.
Life @ Acceldata
#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously, and grow to be the best version of yourself, Acceldata is the place to be!
We also believe in providing our employees with the right tools and resources to help them excel at their job.
What should you know about joining Acceldata? 
At Acceldata, each job and role serves a purpose toward our business goals. You’ll have opportunities to make an immediate impact on mission-critical projects as you work with highly capable and ambitious peer groups.  
Join Acceldata and help us achieve our data goals. Learn more about our solutions and products here: Acceldata Product Overview & Demo