Customer Success Manager, Looker
Description
About the job
Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.
As a Looker Customer Success Manager (CSM), you will act as a lead technical advisor to Google Cloud’s largest customers by enabling them to architect and use our Business Intelligence (BI) tools. You will partner with customers to develop and execute success plans: organizational, programmatic, and deep technical strategies to meet their business objectives and stakeholder goals. You will work with customers to remove complex technical barriers and identify opportunities to help customers expand their use of Google Cloud products through technical advisory. Further, you will recommend technical best practices and architectural changes to accelerate their onboarding and migration plans. You will also act as a technical customer advocate for product features and requirements, bridging the gap between customer needs and engineering.
Looker is a unified platform that powers data experiences and delivers actionable business insights to employees at the point of decision. Looker integrates data into the daily workflows of users to allow organizations to extract value from data at web-scale.
Responsibilities
- Partner with customers to identify success services that will accelerate the time to value, and develop plans to implement these services, including the tracking of objectives, stakeholders, milestones, risks, and metrics.
- Guide executive customer stakeholders through the changes needed to unlock the full value of Looker, providing guidance to help them design the optimal enablement and adoption strategy to maximize business value.
- Partner with customer-facing Account teams and executives to develop tactical and technical plans that help customers achieve the business objectives.
- Drive the onboarding and adoption of Google Cloud Looker solutions for a portfolio of Accounts.
- Serve as a subject-matter expert in analytics and provide thought leadership to customers at executive and practitioner levels.
Qualifications
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of customer-facing experience, driving customer development programs.
- Experience in a technical role such as Customer Engineer, Support Engineer, or Professional Services Consultant, with a focus on technical troubleshooting.
Preferred qualifications:
- Master's degree in a Management, Technical, an Engineering field, or equivalent practical experience.
- Experience leading or project managing complex analytics, business intelligence, or data warehousing programs in large enterprise organizations.
- Experience working with enterprise and solution architects to define future states of the roadmap to deliver to customers.
- Experience collaborating with channel partners, system integrators, and knowledge of the Google Cloud ecosystem.
- Excellent communication, presentation, and program management skills.