Customer Success Engagement Manager

Viaduct is designed for the new era of manufacturing and powered by patented predictive models, Viaduct delivers a single, real-time view of your operations that help manufacturing

teams improve yield, eliminate rework, and reduce costs. By turning complex operational data into actionable insights, our customers catch issues earlier and maximize asset performance.  Take a couple minutes to view this “day in the life” video and the S&P Global independent market insight report.

We are searching for an engagement manager experienced in customer success and data analytics.  This role will lead several customer engagements to ensure realized value. As a key member of our customer success team, you will be the primary point of contact for customers, ensuring they are allocated proper resources, consistently receive quality service, and have access to all of the benefits that Viaduct provides.   Additionally, you will work directly with our data science, product, and engineering teams to evolve our solution to fit customer needs and changing market dynamics.

‍The role requires excellent attention to detail, collaboration, communication and organizational skills, paired with the ability to manage multiple projects and customers. Additionally, you are a skilled analytics practitioner who knows how to apply practical data analytics to create solutions that drive measurable impact

Key Responsibilities

• Lead and oversee customer engagement(s), consulting and/or analytics projects from inception to completion, ensuring timely delivery and high-quality outputs.
• Develop and maintain strong relationships with customers, understanding their needs and translating them into actionable analytics solutions.
• Collaborate and provide expert guidance to the product, engineering and data science teams, fostering a culture of continuous learning and improvement.
• Ensure the alignment of analytics projects with business value.
• Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines.
• Present findings and recommendations to senior management and customers, effectively communicating complex data insight resulting in business value.
• Develop strategy and lead execution of customer engagement extensions and renewals.
• Stay updated with the latest trends and technologies in data analytics and apply them to improve our software.
• Work with customers to gather software requests and prioritize backlog with product teams.

In addition to your responsibilities as a customer success engagement manager, you will be supporting various Solution Architect responsibilities including but not limited to:

• The Solution Architect will engage with business teams to translate business visions into realistic technical implementations while also working closely with our customers to identify and pilot value-based use cases.
• The role combines technical prowess, strategic vision, and a deep understanding of AI to drive successful implementations in the automotive domain. 
• The Solution Architect has a focus on pre-sales activities with continuation through any PoCs.  In addition, the position will support the Customer Engagement Lead where needed throughout the delivery of an engagement.
• The Solution Architect will bridge the gap between cutting-edge technology and practical business outcomes, ensuring that our AI solution moves beyond proof of concept and into production.
• The solution architect owns the responsibility for our demo structure, components, environment and overall availability.  In addition, the role owns demo delivery to current and prospective customers.
• The solution architect will attend, participate in and lead activities for various on-site and virtual conferences and webinars.

• Compensation: 85% fixed salary + 15% bonus based on performance
• Travel: 0-50%
• Role Type:  Individual Contributor 
• Employment Type:  Full Time
• Work site:  Up to 100% work from home
• Profession:  Engagement Manager
• Organization:  Commercial (Customer Success)

• 7+ years of experience in data analytics, with at least 5 years in a leadership role
• Proven track record of managing and delivering large-scale analytics projects with diverse teams
• Experience in customer-facing roles and the ability to build and maintain strong customer relationships.
• Demonstrated ability to innovate and drive business growth through analytics
• Ability to manage multiple projects simultaneously
• Exceptional communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders
• Prior experience using data analytics software and programming languages such as SQL, Python, R, and/or Tableau
• Strong problem-solving skills and the ability to think strategically

• M.S. or Ph.D. in Data Science, Statistics, Computer Science, or related field
• 3+ years of Experience working at a big-3 consulting firm
• Knowledge of machine learning algorithms and predictive modeling techniques
• Familiarity with advanced technologies such as Hadoop, Spark, and cloud platforms like AWS or Azure
• Knowledge of manufacturing operations, supply chain, service operations or quality management a plus

• Follow our policy and procedure documents related to security and privacy
• Follow the guidelines in the Employee Handbook
• Participate in new hire and annual training for security and privacy
• Treat data security and privacy as one of your primary job responsibilities
• Report Security Incidents you discover as bugs