Customer Success Engineer

Stardog, the leading Enterprise Knowledge Graph platform, turns data into knowledge to power more effective digital transformations. Industry leaders including Bosch, NASA, and Raytheon use Stardog to create a flexible data layer that can support countless applications. One of Fast Company's prestigious Most Innovative Companies, Stardog is a fast-growing venture-backed company headquartered in Arlington, VA with a globally distributed team.

Stardog is the leading Enterprise Knowledge Graph platform.  Our new Voicebox product is the first-in-the-market generative AI application that works directly within the enterprise for hallucination-free question answering. Industry leaders including Bosch, Cisco, NASA, and Raytheon use Stardog to create a flexible data layer that can support countless applications.  One of Fast Company's prestigious Most Innovative Companies, Stardog is a fast-growing venture-backed company headquartered in Virgnia, with a globally distributed team.

Customer Service Engineer (Flexible Location)

About Stardog

Overview: As a Customer Service Engineer (CSE), you will play a pivotal role in ensuring our clients' satisfaction and success with our products or services. You will serve as the primary point of contact for clients, advocating for their needs, resolving issues, and fostering long-term relationships. Your goal is to drive customer retention, expansion, and satisfaction by understanding their business objectives and aligning our solutions to meet those goals.

Responsibilities:

Client Relationship Management:

Build and maintain strong, trust-based relationships with key stakeholders within client organizations. Act as the primary point of contact for clients, understanding their unique needs, challenges, and objectives.

Customer Support and Issue Resolution:

Serve as a liaison between clients and internal teams, advocating for clients' needs and ensuring timely resolution of any issues or concerns. Troubleshoot technical issues and coordinate with the appropriate teams to provide solutions.

Customer Success Planning:

Develop and maintain customer success plans for assigned accounts, outlining key milestones, goals, and success metrics. Proactively identify opportunities for account growth and expansion, collaborating with sales and product teams to capitalize on those opportunities.

Customer Feedback and Advocacy:

Gather feedback from clients on their experiences with our products or services, and relay that feedback to internal teams to drive product improvements. Act as a client advocate within the organization, ensuring that their voice is heard and their needs are prioritized.

Renewal Management:

Monitor client satisfaction and engagement levels to proactively address any potential renewal risks. Work closely with the sales team to renew contracts and negotiate terms, ensuring high renewal rates and customer retention.

Requirements:

Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent work experience).Minimum 3 years of experience in a customer-facing role, such as customer success, account management, or sales. Excellent communication and interpersonal skills, with the ability to build rapport and credibility with clients. Strong problem-solving skills and the ability to think strategically to address clients' needs and challenges. Proficiency in CRM software (e.g., Salesforce, HubSpot) and other relevant tools. Familiarity with cloud-based hosting services, such as AWS and Azure is required. Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment. A passion for customer success and a commitment to delivering exceptional service.

Benefits:

Competitive salary and performance-based incentives. Comprehensive health insurance.401(k) retirement plan. Remote work.   Some travel to customer sites possible. Dynamic and collaborative work environment with opportunities for growth and advancement.

Stardog is proud to be an Equal Employment Opportunity Employer.  Individuals seeking employment at Stardog are considered without regard to race, color, religion, sex, age, national origin, disability, veteran status or any other characteristic protected by law.  

Stardog is proud to be an Equal Employment Opportunity Employer. Individuals seeking employment at Stardog are considered without regard to race, color, religion, sex, age, national origin, disability, veteran status or any other characteristic protected by law.