Technical Success Coordinator
Employee
–
07/07/24
Technical Success Coordinator
Location: Remote-EU
Type: Full-time
Workplace: remote
Category: Success
Job Description:
Metabase is the easiest way for people to get insights from their data, from tiny startups who get up and running quickly to major corporations with tens of thousands of users. That’s why people love us.
We bring data tools with the elegance and simplicity of consumer products to the crufty world of enterprise business intelligence. We provide an opinionated open source starting point for how companies should measure, analyze and share their data, which is used by tens of thousands of companies.
Metabase is looking for a customer-focused, Technical Success Coordinator to join our growing global team! We are looking for someone who loves data analytics, enjoys helping others, and is excited to work for a startup to help drive our Success Engineering team’s mission to help our customers be successful by guiding them on how to get data from all the various places it lives, transform it into useful shapes, or to convert their questions into actual queries that can be executed.
This is a great opportunity for someone early in their career to work at an exciting startup and learn about data analytics. If you want to take part and have a voice in a truly growing business, believe that BI analytics should be easy to use and set-up, and that self-service analytics should be a real thing and not just some marketing jargon that people put on their websites, please apply!
Why Success?
We are the voice for our customers. Our product team reviews our feedback, asks us for advice, and engages with our customers proactively. We have tech communicators on our team who review what questions our customers are asking and improve our documentation, so the next customer doesn’t have to ask. We also work closely with an engineering team focused on critical issues and our escalations, so we don’t have to worry about our customers being impacted by major bugs for a long time.
We’re 100% remote, and our operations are designed that way. People work during the times that work for them. You are not expected to be “on” at all times, and there are no points for responding quickly to every Slack you receive.
We don’t overpromise our customers. Since we’re open source, our customers can see what we’re doing in our GitHub repository and our roadmap is publicly available for our customers at all times.
Many companies use the word “success” to describe jobs that are really sales jobs or account management jobs with quotas. We are not about that. We’re exclusively here to make sure our open source users, our future customers who are currently on trials, and our current paying customers all get the appropriate help they need to be successful.
As a Technical Success Coordinator, you will play a crucial role in our Success Engineering team by:
Developing tailored communication plans for our enterprise customers, including scheduling regular touchpoints, trainings, and ad-hoc meetings.
Attending these meetings to track requested and pending issues, understanding customer use cases and requirements, and documenting detailed, insightful reports in our product’s issue tracking repository.
Summarizing meetings, providing necessary follow-ups to both our internal teams and customers.
Sharing technical insights and critical feedback gathered during meetings with our product team to help shape future versions of Metabase.
Crafting personalized technical and non-technical email communication for our enterprise customers, providing them with timely and helpful information so they can use Metabase to its fullest extent.
Managing and enriching our customer relationship management (CRM) system with detailed technical insights, ensuring that any team member can quickly understand a customer’s technical landscape and status.
Being a Technical Success Coordinator at Metabase would be a great fit for you if you:
Have excellent written and verbal communication
Have solid organization and project management skills
Have familiarity with data visualization or data analytics tools (bonus if you have experience using Metabase)
It’s not required, but a plus if you:
Have experience with open-source products
Are fluent in multiple languages (this is helpful as our users are worldwide)
We’re a global team (50% outside the US), fully distributed (from Thailand to California), who get things done asynchronously, with plenty of uninterrupted time, supporting each other to do the best work of our careers. We offer flexibility (define your own schedule and work from wherever you want), autonomy, and an environment that fosters growth, learning, and development. We’re relentlessly user-focused and believe in building long-term value, not short-term hacks. And we raised a $30M Series B to take our approach to the next level for years to come.