Account Director - job 1 of 2

As an Account Director at Atlan, your primary responsibilities include leading customer onboarding and training processes, acting as a trusted advisor to key clients, and building solid relationships with various stakeholders. You will work closely with both large Fortune 500 companies and innovative startups, ensuring they derive maximum value from Atlan's active metadata platform. Additionally, you'll play a crucial role in refining Atlan’s solutions and shaping our Customer Success framework.

To qualify for the Account Director position at Atlan, candidates should possess over 15 years of experience in SaaS Account Management, Strategic Customer Success, or similar roles focusing on data technology solutions. A deep understanding of the data ecosystem, familiarity with tools such as Snowflake and Tableau, and experience with data governance are essential. Strong interpersonal skills are also crucial for building relationships and driving customer satisfaction.

At Atlan, we believe in limitless opportunities for our team members. As an Account Director, you will own impactful projects from day one, allowing you to chart your growth and advance your career. We provide numerous learning opportunities and encourage participation in industry conferences, enhancing your expertise and expanding your professional network.

Atlan stands out as a leader in data management by fostering a culture focused on collaboration and innovation. As an Account Director, you will be a part of a fast-growing, fully remote company supported by notable investors, influencing significant advancements in data collaboration. Our commitment to diversity and inclusion ensures a thriving workplace that embraces varied perspectives, enhancing creativity and problem-solving.

In the role of Account Director at Atlan, your impact is significant. You will facilitate improvements in data governance for your clients, helping them unlock higher ROI through effective metadata management. By contributing to customer success stories and amplifying these within the data community, you will not only drive your client’s successes but also position Atlan as a thought leader in the data management space.

Your answer should highlight your extensive experience in SaaS account management and customer success. Emphasize any specific achievements in developing relationships with C-level executives, leading initiatives that resulted in user adoption, or driving ROI for past clients. Demonstrating your deep knowledge of data governance will showcase your fit for Atlan's mission.

Discuss your philosophy around relationship-building, such as focusing on understanding customer needs, engaging in active listening, and maintaining open lines of communication. You can cite examples of how you’ve successfully fostered long-term partnerships with stakeholders and navigated challenging situations to strengthen customer loyalty.

An effective response would detail your familiarity with metadata management, data lineage, and governance frameworks. Discuss any relevant projects you led or participated in where you implemented solutions that improved data quality or compliance, and how these experiences have equipped you for success at Atlan.

To ensure customer success, outline your strategy for onboarding and continuous support. You might talk about how you equip customers with the necessary training, provide ongoing resources, and proactively monitor usage metrics to drive adoption and satisfaction. Providing results from past experiences can bolster your response.

Discuss the importance of active listening and gathering feedback. You might emphasize your approach to using customer data and insights to inform product development or improve service delivery, ultimately ensuring that their needs are met and aligned with Atlan's goals.

Talk about your approach to conflict resolution, highlighting your emphasis on understanding the client’s perspective, communicating clearly, and working collaboratively to find solutions. Share specific examples where you successfully navigated conflicts and maintained positive client relationships.

In your response, reference familiarity with current data management tools and technologies, showcasing specific platforms like Snowflake, Tableau, or Looker. Mention how these tools can enhance data governance, collaboration, and overall data strategy for customers.

Your answer should reflect your belief in the transformative power of data in driving business decisions and innovation. Share personal anecdotes or examples of past experiences that have fueled your passion for effective data collaboration, and how you see it shaping future success.

Discuss key performance indicators (KPIs) such as customer satisfaction scores, adoption rates, renewal rates, and upsell opportunities. Emphasize how you regularly review these metrics to assess success and identify areas for improvement, aligning them with Atlan’s mission.

In your response, convey your intrinsic motivation driven by the passion for helping clients succeed, alongside the excitement of challenges in the data landscape. Share specific goals or outcomes you’ve achieved that were particularly fulfilling. This can highlight how your goals align with Atlan’s objectives.