Customer Support Manager

At RelationalAI, we are enabling the future of data-centric systems that learn, reason, and predict, built on our cloud-native relational knowledge graph management system. We are bringing together a global team of exceptional people who inspire and respect one another to achieve our mission.

We are intellectually curious, with problem-solving mindsets and a proven track record of delivering results. We value the ability to learn, grow, and respond to an ever-changing landscape of challenges and opportunities as much as we value past experience.

RelationalAI is a remote-first company that has been operating with a distributed team since day one. We are based on six continents, support team members wherever they live, and are fluent in the tools and processes of distributed and often asynchronous work.

The Customer Success Manager will be responsible for creating and leading the new Customer Success team. This team's primary focus will be to understand our customers' environments, questions, and issues to ensure the best customer experience with RelationalAI products and services.

As a Customer Success Manager, you’ll spend your first 2-4 months immersed in learning RAI’s products and putting together the best team of Customer Support Engineering to deliver the level of support RAI’s customers have come to appreciate and expect. You will also Manage daily workflow within the customer service department, Create and track customer service goals, and document processes to organize all customer interactions.

• Respond to customer inquiries.
• Receive and implement customer feedback to improve the quality of service
• Set a clear mission and deploy strategies focused toward that mission
• Generate detailed reports on customer interactions
• Lead a small team of Customer Support Engineers.

• Passion for solving customer problems.
• Familiarity with management techniques
• Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts.
• 3+ years of leadership experience.
• Take responsibility and ownership of Customer problems.
• Establish and constantly build upon a solid technical understanding of RAI and how our customers build, deploy, and manage applications using our platform.
• Collaborate effectively with Sales, Field Engineering, and Product Engineering to understand and resolve customer issues thoroughly and expediently.
• Constantly work to streamline and improve processes, tools, RAI’s product offerings, and the overall customer experience.
• Effectively communicate with all levels of customer contacts, including CTOs, management, developers, and operations teams.
• Provide valuable guidance and insight through email, telephone, remote conferencing, and occasionally in-person engagements.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.

• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Troubleshoot performance issues with Customer technology and how it works with RAI technology. An expert with complex tier 3 customer issues.
• Embrace RAI as a part of the customer’s overall architecture, with a need to advise and troubleshoot client applications.
• Efficiently troubleshoot environment issues primarily with RAI, Snowflake and Azure.
• Background in database technologies and/or graph database technologies.
• Proficient in programming languages - Python, SQL etc.

• 6+ years in a customer-facing support role. 3+ years of leadership experience.
• B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered

RelationalAI is committed to an open, transparent, and inclusive workplace. We value the unique backgrounds of our team. We are driven by curiosity, value innovation, and help each other to succeed and to grow. We take the well-being of our colleagues seriously, and offer flexible working hours so each individual can find a healthy balance that affords them a productive, happy life wherever they choose to live.

RelationalAI hires around the world. All of our roles are remote; however, some locations might carry specific eligibility requirements.

Because of this, understanding location & visa support helps us better prepare to onboard our colleagues.

Our People Operations team can help answer any questions about location after starting the recruitment process.

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RelationalAI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.