Sr. Federal Customer Success Manager

About Neo4j:

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.

At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart. 

Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving it’s accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.

  Our Vision: 

At Neo4j, we have always strived to help the world make sense of data.  

As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.

Job Overview:

A Senior Federal Customer Success Manager at Neo4j is a well-rounded expert in Neo4j best practices and a trusted technical advisor and advocate for Neo4j’s valued commercial customers. Your primary objective is to ensure the technical success of your customers’ projects using Neo4j. At the same time, your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer experiences back into Neo4j to improve all customers’ experiences with Neo4j. Candidates should be comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include:

Responsibilities:

• Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts 
• Serve as a technical champion within Neo4j for the successful execution of our customers’ enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production 
• Advocate for the customer within Neo4j with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
• Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
• Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers.
• Act as a key escalation point to help defuse critical issues
• Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
• Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments
• Deliver custom onboarding training/boot camps for assigned accounts as required
• Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts
• Provide regular status reports on technical health of the project to internal stakeholders 
• Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues
• Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer’s unique experiences and challenges
• Stay current on Neo4j’s portfolio of products, features, solutions, integrations and overall offerings
• Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction
• Assume ultimate accountability for the technical success of portfolio customers

Essential prerequisites:

• Active TS/SCI w/ FS Poly
• Living and working in the Washington DC, MD or VA area
• Working from home with ability to travel on-site to customer locations

Qualifications

• Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy and manage applications using our graph platform.
• Collaborate effectively within Customer Success, Field Engineering, Sales, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently.
• Constantly work to streamline and improve processes, tools, Neo4j’s product offerings, and the overall customer experience.
• Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike.
• 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.
• Passion for solving Customer problems.
• Take responsibility and ownership with Customer problems.

Technical Skills

• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Troubleshoot performance issues in JVM based software (4j means for Java).
• Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases.
• Embrace Neo4j as a part of the customer’s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC.
• Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred).
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
• Background in database technologies (SQL, noSQL or competing graph database technologies.
• Docker and Kubernetes, distributed technologies and clustering
• Nice to have: Graph Data Science technology experience, UI, UX

Why Join Neo4j?

Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j. 

• Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years. 
• Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history.
• 84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others. 
• Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success.
• Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform.
• A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers. 
• Neo4j was named as a Visionary in the 2023 Gartner® Magic Quadrant™ for Cloud Database Management Systems among 19 other recognized global DBMS vendors. Neo4j was also ranked as a Strong Performer among 14 top vendors in The Forrester Wave™: Vector Databases, Q3 2024.

Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues. 

One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.

Neo4j Values:

Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:

(we)-[:VALUE]->(relationships)
(we)-[:FOCUS_ON]->(userSuccess)
(we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’]})
(we)-[:ASSUME]->(:Intent {direction:’Positive’})
(we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’})
(we)-[:DELIVER_ON]->(ourCommitments) 

Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide. 

More information at www.neo4j.com.